Description
The candidate will be responsible for the following duties:
VIP Management: Manage VIP Customers as key interface in customer service department, ensure proactive communication and optimal service delivery in line with VIP offerings: Proactive invoicing, Monthly SOA, Cargo Release Priority, Arrival notice. Expedited Releasing, etc..
Customer Service: Support the Customer Service team by monitoring the shared email inbox as assigned, ensuring all customer emails are responded to promptly and accurately. Consistently meet SMART CS KPIs, including First Response Time and Service Request completion within SLA.
Issue Resolution & escalation Management: Assist the Customer Service Team in troubleshooting and resolving transaction issues and exceptions efficiently. Provide timely follow-up on customer complaints and escalate unresolved matters as required.
Change management and process improvement: Support Agency & District change initiatives within the team. Continuously review processes to remove mundane steps and suggest areas of improvement to Customer Service Manager.
Stakeholder Management: Collaborate with internal stakeholders to provide high levels of customer service to customers.
Requirements
- First degree in in maritime, shipping, or related disciplines
- Between 3-5 years prior experience in similar capacity.
- Strong relationship management, analytical and problem-solving skills.
- Good command of written and spoken English
- High level of proficiency in Microsoft office, including Excel, Word, Power Point, Web-based and email programs