Provide exceptional customer service to the group Large/Advanced customers by offering support tailored to meet the unique needs and expectations according to Advanced Treatment Level in line with Group SLA.

JOB RESPONSIBILITIES :

a. Case Management

• Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
• Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
• Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
• Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager .

b. Service Level Management

• Deliver SLA to ensure Service Levels are maintained.
• Proactive action for Improvement Plan based on Weekly Performance.
• Manage lifecycle case management and dispatch cases to back-office team. Be the singlle entry point for all customer queries in a dedicated team mode.
• Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments
• Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
• Central point to handle exceptions / customer special demands
• Resolving complaints in case of unexpected shipment disruptions/ issues
• Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines
• Coordinate with related internal teams and follow up to ensure Resolution
• Contact customers and manage/coordinate system modifications when needed (vessel delays, call  omits, roll over, cut & run, late VGM etc.)
• Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
• Identifying opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etc
• Follow up on TPS and NPS feedback
• Face to face meeting with customer to create continuous improvement environment.
• Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services
• Ready for assignment based on specific Company’s needed.
• Fully attend Training as per assignment.
• Visit Customer as per special assignment such as Join Visit and Customer Journey Mapping.
• Promote digital experience and educate customers to fully move to digital journey.