Job Overview
Deliver a premium experience to our strategic customers by providing personalized, high-quality support tailored to their unique needs and expectations, in line with our Premium Treatment standards.
Responsibilities
- Act as the Single Point of Contact for customers, managing the end-to-end customer experience and building strong customer relationships.
- Own customer cases from receipt to resolution, ensuring SLA compliance through effective coordination with internal stakeholders and proactive customer communication.
- Analyze customer requests, determine priorities and consult subject matter experts or dispatch cases to the appropriate teams to ensure timely and high-quality resolution.
- Respond to customer inquiries, concerns and complaints across all communication channels, providing effective solutions within committed timelines.
- Serve as the central point for handling customer exceptions, special requests, and service recovery situations.
- Coordinate with internal stakeholders to resolve operational issues and ensure smooth execution of customer requirements.
- Conduct face-to-face meetings with customers to strengthen relationships, enhance engagement, and foster a culture of continuous improvement.
- Prepare and share weekly performance and service reviews with premium customers, providing visibility on service performance, operational impacts, service levels, and improvement actions.
- Identify and promote upselling and cross-selling opportunities, including Value-Added Services, Carrier Haulage and other customer solutions.
Qualifications
- Minimum 3 years of experience in shipping/customer service in a similar role.
- Excellent English communication and interpersonal skills.
- Strong customer service, relationship-building, and problem-solving skills.
- Professional, positive, and able to handle challenging situations effectively.
- Professional MS Office tools.
Core Competencies:
- Integrity
- Communication
- Customer Focus
- Execution Excellence
- Innovation & Creativity
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