Customer Inquiry Handling:
Respond promptly and professionally to customer inquiries regarding cargo status, shipping schedules, and service offerings, ensuring a positive customer experience.
Customer Request Processing:
Log, track, and follow up on customer service requests using CRM systems, ensuring all inquiries are resolved in a timely and accurate manner.
Complaint Resolution:
Address customer issues related to cargo handling, delays, and other operational concerns, escalating complex problems to higher levels when necessary.
Customer Relationship Management:
Act as a liaison between customers and internal departments (such as operations, logistics, and billing) to coordinate and relay information efficiently.
Status Updates and Notifications:
Provide real-time updates to customers on the status of their shipments, anticipated delays, or schedule changes, maintaining transparency throughout the cargo handling process.
Data Management and Reporting:
Maintain accurate and up-to-date records of customer interactions, service requests, and resolutions in the CRM system.
Regulatory Compliance:
Assist customers with queries related to port regulations, compliance requirements, and necessary documentation for cargo handling.
Customer Feedback Analysis:
Gather and document customer feedback on service quality, identifying areas for improvement and sharing insights with management to enhance customer satisfaction.
Digital Mindset:
Keep up with digital and AI advancements to enhance business and maintain competitiveness.
Key Stakeholders - Internal:
Lead - Customer Services
Other Departments,
Direct reportees
Key Stakeholders - External:
Prospective clients, government and regulatory bodies, Trade groups, Comptetiors
QualificationsEducational Qualification:
Bachelor’s degree in Logistics, Supply Chain, Business Administration, or a related field.
Work Experience:
Minimum 3-4 years of experience in customer service, account management, or logistics, preferably within the ports or shipping industry.
Proven track record in managing key accounts and improving customer satisfaction metrics.
