Job Summary: Provide ‘Red Carpet’ service to the group strategic BCO customers by offering personalized level of support, tailored to meet the unique needs and expectations according to Premium Treatment Level.
Key Responsibilities: + 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. - Handle exceptions/ customer requests/ issues / complaints and provide appropriate solutions/ alternatives.
+ Service Level Management - Monitor SLA, Ensure customer Service Levels are maintained as SOP or alignment. - Proactively provide alternative solution to customers in various constraints following company internal procedure and compliance requirements. - Manage lifecycle case management and dispatch cases to back office team. be the single entry point for all customer queries in a spoc mode. - Respond to customer calls, cases to provide support, answer questions, and resolve issues - Resolving complaints in case of unexpected shipment disruptions/ issues Address 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 coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.) - Collaborate with other departments and manage communication between different Teams (Agency, HO, Customers…) - Follow up on TPS and NPS FEEDBACK. - Identifying opportunities and propose to customers upsell and xsell
+ Customer Relationship Building - Face to face meeting with customer to create continuous improvement environment - Monitor shipment according to customer status and track and trace upon delivery. Keep close to customers.
+ Others - Support and contribute for company strategy (projects and system) - Generate initiatives to serve for better experience to the customers.
Required Experience & Skills: 1. Strong Knowledge in Shipping (minimum 1 Years of experience in liner shipping) 2. Excellent Customer Service Experience (minimum 1 years of customer facing activity) 3. Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders) 4. Great customer facing skills with ability to build and nurture relationships. 5. Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations. 6. Have logical thinking and proactive mind set. 7. Solid Customer Care knowledge and skill with in-depth understanding of shipping market. 8. Basic proficiency with MS Office 9. Bachelor’s degree or above. 10. Fluent in spoken and written English.
