One of the world’s largest container shipping company, renowned for its professional and customer-centric approach, is looking to recruit for a Customer Service Executive.
Purpose/Summary:
The role is responsible for ensuring the highest level of quality during the customer facing process for their list of Customers for Exports out of UAE.
Customer service activities include:
• Be the point of contact in Exports for customers be the Customer advocate internally in the company.
• Be fully responsible for customer satisfaction, own, manage all customer facing activities.
• As part of Commercial Intelligence - build strong relationships with customers, gain an understanding for their business, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence.
• Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership.
• Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
• Understand and be familiar with local KPIs and act in line with set targets. Drive continuous improvements opportunities.
• Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and / or trends.
• To always behave in a manner consistent with and loyal to the company values.
Key Responsibilities:
• Ensure that the customer enquiries are responded efficiently and in compliance with deadlines and global Standard Operating Procedures related to Export.
• Handle calls on timely and efficient manner to ensure no missed calls.
• Handle walk-in-customers for invoice amendments, telex releases, other documentation issues etc.
• Responsible for the customer service performance, based on measurements and ensure Service Failures related to Customer service errors are brought down to Zero.
• Ensure longstanding SOP is followed and specifically for export containers that Line Detention and Port Storage charges are updated in GCSS. Same has to be followed-up with customers and ensure dues are cleared.
• Ensure Out-standings are followed and specifically for export containers ensure dues are cleared.
• Ensure the country / area targets set for the Customer Satisfaction Survey are met by means of ensuring the highest level of customer service satisfaction by the team.
• Recommend policies and processes and recommend appropriate organization, tools and IT requirements to support Customer Service processes.
• Comply with the implementation of new systems / procedures and policies effectively, avoiding any disruption of service to the customers and in compliance with global deadlines.
• Handle any queries from global Service Centre on outsourced Customer Service activities in the cluster.
• Monitor and ensure OTCS handles all customer service queries as per process and efficiently.
• Closely cooperate with local management in order to provide an excellent service towards to customers.
• Ensure effective implementation of business contingency planning related tasks as directed by Customer Service Manager.
• Participate in customer visits if/when required from Customer Service perspective.
• Actively participate in customer service Meetings, Webex and/or on locations.
• Clear data quality errors and ensure Service Failures related to Transport Management are brought down to Zero.
Others:
• Comply with all functional SOP’s.
• Proactively support internal and external customers.
Job Details
| Date Posted: | 2014-08-10 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Customer Service |
| Company Industry: | Shipping; Customer Service |
Preferred Candidate
| Career Level: | Mid Career |
Apply Now - Jobs in UAE - Customer Service Jobs in UAE - Search All Jobs
Company:
Date Posted: August 10, 2014 at 07:19AM
Apply Directly Here
Customer Service Executive - Manpower Middle East
No comments:
Post a Comment