Process Expert, Operations
2023-04-20
Full Time
Description
Job Description Summary
Purpose/Summary: Be a custodian of the customer for any issues or queries that the customer may have during his shipping lifecycle. Ensures that all cases/emails/chats are monitored and actioned timely and in co-ordination with all relevant parties. The mission is to minimize delays, minimize customer efforts, improve customer satisfaction, Net promoter score, extra costs, and overall impact on Customer Satisfaction.
Job Description
Roles and Responsibilities: -
- To monitor CRM and Maersk system for new email flags and responses from the customers.
- Replying to the customer by coordinating with various departments and by using all tools available.
- Ensures effective issue resolution.
- Accountable for completion of email/tasks within a defined regional scope.
- Co-ordinates closely with Customer Service teams in the front-line offices and with other teams in our Global Service Centers.
- Provides First Contact Resolution and minimize multiple contacts by the customer/s
- Ensures that Quality, NPS and C-SAT is always maintained at the highest-level.
- Co-ordination with internal and external stake holders.
- Team: Dangerous Cargo Management
- Willingness to work in Perpetual night Shifts.
- Excellent Communication skills both written and spoken.
- Should be willing to work with complex and multiple systems.
- Ability to multi-task.
- Customer centric and proactive improvement Mindset.
- Self-driven, ambitious and quick learner.
- Assertiveness (to drive the actions timely and escalate where necessary).