Job Summary:Provide ‘Red Carpet’ service to the group strategic IFF customers by offering personalized level of support, tailored to meet the unique needs and expectations according to Premium Treatment Level.Key Responsibilities:- Case ManagementCase Ownership: Ensure all customer queries (received via all channels) are responded within agreed SLA & 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 & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.Handle exceptions/ customer requests/ issues / complaints and provide appropriate solutions/ alternatives.- Service Level ManagementMonitor SLA, Ensure customer Service Levels are maintained as SOP or alignment.Proactively provide alternative solution to customers in various constraints following company internal procedure and compliance requirements.Single Point of Contact, Act as exclusive single point of contact for customer & build strong relationship with the customerManage lifecycle case management and dispatch cases to back office team. be the single entry point for all customer queries in a spoc mode.Respond to customer calls, cases to provide support, answer questions, and resolve issuesCentral point to handle exceptions / customer special demandsResolving complaints in case of unexpected shipment disruptions/ issuesAddress customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelinesCoordinate with related internal teams and follow up to ensure resolution Contact customers and coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)Collaborate with other departments and manage communication between different Teams (Agency, HO, Customers…)Follow up on TPS and NPS FEEDBACK.Identifying opportunities and propose to customers upsell and xsellSupport and contribute for company project landing.- Customer relationship buildingFace to face meeting with customer to create continuous improvement environmentWork with Customer Care Account Manager (CCAM) during QBR, MBR on operational issues, insights.Create personalized report to monitor shipment statys and analyze service delivery. Keep close to customers.Required Experience & Skills:
1. Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping)
2. Excellent customer Service Experience (minimum 2 years of customer facing activity)
3. Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
4. Great customer facing skills with ability to build and nurture relationships.
5. Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
6. Basic proficiency with MS Office
7. Bachelor’s degree or above.8. Fluent in spoken and written English.
职能类别：客服专员/助理 关键字：海运客服货代大客户