Our client, one of the leading worldwide shipping group is seeking to recruit a motivated candidate for the position of Customer Care Supervisor.
The main responsibilities will be to:
Assist the Customer Care Manager in his daily task to achieve best possible customer experience and as per standard procedures.
To achieve group targets by delivering the best customer experiences as per group standard to local and cluster countries customer.
To protect and enhance the image of the company towards internal and external customers, suppliers and authorities.
Accountable to organize & plan Customer Service Department activities on a day-to-day basis to optimize use of resources available, while delivering the best customer experience.
Ensure that liner Procedures and local regulations are strictly adhered to by the Customer Care Officers and is accountable of the following areas:
Ensure that DATA Quality are kept updated at any given time within the range of your responsibilities.
Ensure that documents released (Import & Export) are done as per standard guidelines.
Maintain and improve agencies KPIs by delivering service quality to customers.
Ensure shipments follow-up by ensuring smooth and timely trans-shipment as per transport plan keeping customer informed of changes at any given time.
Ensure that Cross-Bookings shipments and Cross Payment Invoices are promptly followed.
Ensure customer's requests are well understood, attended to and solved within maximum 24H.
Attend claims on full Import and Export containers with complete respect of the Group procedures and in the best interest of the Group.
Ensure good cooperation between Customer Service Team and Other internal stakeholders (operations & logistics, sales, finance, management) and External stakeholders.
Ensure regular coaching done with Customer Service team members.
Fully accountable to ensure mail queue follow up is performed adequately and timely, as per standard procedure, and that all mails are attended within 24h maximum.
Maintain active communication with Head Office and with counterparts.
Maintain good and active working relationship with customers.
Be the backup of Customer Care Manager.
what you need to know
Degree holder in Transport & logistics, Management or in any other relevant fields.
Proven track record in Customer Care Environment.
Experience in a shipping industry will be a definite advantage.
Good communication skills.
Computer literate with an Advanced user level of the Microsoft Office tools.
- Customer Service