Back to jobs
Manage all casses based on FIFO (First in First out) basis.
Promote digital experience and educate customers to fully move to digital journey.
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
Own assigned customers KPIS and Follow up on KPIS measurement such as I-Connect service level,Minimise abandoned calls, Case TAT, First Contact Resolution Etc
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.
Customer Service Professional United Arab Emirates (Dubai)
DubaiPosted 1 weeks ago
Full-timeonsitemid