Role Purpose

To maintain and enhance excellent customer service delivery by organizing and evaluating service and delivery systems and procedures.

Your Tasks and Responsibilities;

• Overseeing and assessing customer service staff activities, and providing the team with regular performance-related feedback.
• Responsible for all client communication, conflict resolution, and compliance on client deliverables.
• Strategizing and monitoring the daily activities of customer service team, to ensure service delivery meets the company standards and customer expectations.
• Ensuring all containers nominated to the company are uploaded into the ERP.
• Ensuring all customer inquiries/ complaints are addressed through various official medium of communication.
• Ensuring customer documentation being handled at the counter meets the mandatory requirements before releasing.
• Authorise gate pass after confirming that all documentation meets the threshold set by management and Partner Government Agencies; and that all relevant charges have been collected and receipted.
• Create synergies with operations/finance/ sales teams to ensure prompt delivery of services to the customer.
• To investigate and solve service complaints and escalated to relevant office if need be.
• Prepares, maintains, and submits reports and records, such as operational and personnel reports on a daily, weekly and monthly basis; or any other as may be required by the supervisor/ management.
• Trains, coaches, and mentors employees on how to deliver the best customer service possible.
• Assisting with the development and implementation of service policies, and explaining these to staff and customers

Qualifications and Education Requirements

• Bachelor Degree in Business Administration/ Management or related course
• Minimum  10 years’ experience in a senior customer service position in a busy CFS/ Freight Forwarding or a Logistics company.
• Experience in managing teams.
• Ability to evaluate alternatives and make recommendations to management on business issues.
• Have excellent written and verbal communications skills
• Excellent problem solving, steering, and customer service skills.
• Creative thinker who possesses coaching and communication skills.
• Ability to deal with demanding customers and escalations
• Managed customer escalations which ultimately resulted in a favorable customer satisfaction rating.