Apprentice (Only for freshers)

JOB DESCRIPTION

Job Title : Fresher for Customer Service

Job Level : Apprentice

Department : Customer Care

Reporting : Customer Service Manager

Role Summary:

• Provide exceptional customer service to the group Large/Advanced customers by offering support tailored to meet the unique needs and expectations according to Advanced Treatment Level in line with Group SLA.

Core Responsibilities:

• Case Management
• Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA C 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 C Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
• Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager.

• Service Level Management
• Monitor SLA, ensure customer Service Levels are maintained as per SLA .
• Proactive Monitoring
• Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all special cargo customer queries.
• Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments
• 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 C run, late VGM etc.)

Qualifications and Skill Sets:

• Effective communication skills
• Great customer facing skills with ability to build and nurture relationships.
• Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
• Basic proficiency with MS Office
• Graduate (3 years regular course ) Any bachelor degree or Equivalent University Degree