Customer Service Executive

UAE

Ref: HP647-1279

Job description / Role

Employment: Full Time

One of the worlds largest container shipping company, renowned for its professional and customer-centric approach, is looking to recruit for a Customer Service Executive.

Purpose/Summary:

The role is responsible for ensuring the highest level of quality during the customer facing process for their list of Customers for Exports out of UAE.

Customer service activities include:

Be the point of contact in Exports for customers be the Customer advocate internally in the company.
Be fully responsible for customer satisfaction, own, manage all customer facing activities.
As part of Commercial Intelligence - build strong relationships with customers, gain an understanding for their business, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence.
Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership.
Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
Understand and be familiar with local KPIs and act in line with set targets. Drive continuous improvements opportunities.
Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and / or trends.
To always behave in a manner consistent with and loyal to the company values.

Key Responsibilities:

Ensure that the customer enquiries are responded efficiently and in compliance with deadlines and global Standard Operating Procedures related to Export.
Handle calls on timely and efficient manner to ensure no missed calls.
Handle walk-in-customers for invoice amendments, telex releases, other documentation issues etc.
Responsible for the customer service performance, based on measurements and ensure Service Failures related to Customer service errors are brought down to Zero.
Ensure longstanding SOP is followed and specifically for export containers that Line Detention and Port Storage charges are updated in GCSS. Same has to be followed-up with customers and ensure dues are cleared.
Ensure Out-standings are followed and specifically for export containers ensure dues are cleared.
Ensure the country / area targets set for the Customer Satisfaction Survey are met by means of ensuring the highest level of customer service satisfaction by the team.
Recommend policies and processes and recommend appropriate organization, tools and IT requirements to support Customer Service processes.
Comply with the implementation of new systems / procedures and policies effectively, avoiding any disruption of service to the customers and in compliance with global deadlines.
Handle any queries from global Service Centre on outsourced Customer Service activities in the cluster.
Monitor and ensure OTCS handles all customer service queries as per process and efficiently.
Closely cooperate with local management in order to provide an excellent service towards to customers.
Ensure effective implementation of business contingency planning related tasks as directed by Customer Service Manager.
Participate in customer visits if/when required from Customer Service perspective.
Actively participate in customer service Meetings, Webex and/or on locations.
Clear data quality errors and ensure Service Failures related to Transport Management are brought down to Zero.

Others:

Comply with all functional SOPs.
Proactively support internal and external customers.

Requirements

To be considered for this opportunity you must have the following skills and attributes:

Experience with Customer service delivery and business process functions.
Wide understanding of the companys Container Business
Minimum 2-3 years experience from a similar position
Should be able to work and communicate independently.
To respond to customer queries and action requests for amendment as per SOPs.

About the Company

We lead in the creation and delivery of innovative workforce solutions and services that enable our clients to win in the changing world of work.

ManpowerGroup powers the success of many of the world's most dynamic organizations. We deliver innovative workforce solutions that enhance competitiveness, increase efficiency and spur productivity. Combining global reach with local expertise - 3600 offices in over 80 countries - we know the changing world of work and bring a deep understanding of the companies we work for and the industries we service.

ManpowerGroup entered the Middle East in December 2007 after acquiring local company Clarendon Parker, thus bringing 15 years in-depth local knowledge combined with a global footprint and industry shaping expertise and thought leadership. Manpower Middle East supports clients in the Middle East and North Africa regions. Our business is aligned to key skill specializations to ensure our clients requirements are met by expert and knowledgeable consultants that understand your industry and role requirement.

Our consultants are experts in finding the right talent across all industries in a broad-range of occupations including: