Role Purpose
To maintain and enhance excellent customer service delivery by organizing and evaluating service and delivery systems and procedures.
Your Tasks and Responsibilities;
Overseeing and assessing customer service staff activities, and providing the team with regular performance-related feedback.
Responsible for all client communication, conflict resolution, and compliance on client deliverables.
Strategizing and monitoring the daily activities of customer service team, to ensure service delivery meets the company standards and customer expectations.
Ensuring all containers nominated to the company are uploaded into the ERP.
Ensuring all customer inquiries/ complaints are addressed through various official medium of communication.
Ensuring customer documentation being handled at the counter meets the mandatory requirements before releasing.
Authorise gate pass after confirming that all documentation meets the threshold set by management and Partner Government Agencies; and that all relevant charges have been collected and receipted.
Create synergies with operations/finance/ sales teams to ensure prompt delivery of services to the customer.
To investigate and solve service complaints and escalated to relevant office if need be.
Prepares, maintains, and submits reports and records, such as operational and personnel reports on a daily, weekly and monthly basis; or any other as may be required by the supervisor/ management.
Trains, coaches, and mentors employees on how to deliver the best customer service possible.
Assisting with the development and implementation of service policies, and explaining these to staff and customers
Qualifications and Education Requirements
Bachelor Degree in Business Administration/ Management or related course
Minimum 10 years' experience in a senior customer service position in a busy CFS/ Freight Forwarding or a Logistics company.
Experience in managing teams.
Ability to evaluate alternatives and make recommendations to management on business issues.
Have excellent written and verbal communications skills
Excellent problem solving, steering, and customer service skills.
Creative thinker who possesses coaching and communication skills.
Ability to deal with demanding customers and escalations
Managed customer escalations which ultimately resulted in a favorable customer satisfaction rating.