EXECUTIVE – CUSTOMER CARE

About This Role

To attend to customer complaints and enquiries and resolve them in an efficient manner and provide customers with the best and most efficient level of customer service.

• Attend to customer complaints and queries received through the CRM system in a timely manner as per asper set objectives in line with the department KPIs subject to type and complexity of complaint received.

1. Coordinate with relevant internal departments to resolve the issue while continuously updatingand communicating with the customer.

• Based on department findings and investigations, process FIA (Financial Impact Advise) request throughthe CRM system for genuine requests in order to enable finance to issue credit note after seeking approval
• from head of Customer Care section. For non- approved cases, communicate with the account management

1. team and if required, update the customers

• To record and negotiate discounts requests received from customer for services provided on a case tocase basis, raise TER (Tariff Exemption Request) for approved discounts coordinating with the department
• and accounts management team subject to approval from head of Customer Care section.
• To follow-up with default customers to collect balance payments as per the disputed invoice list receivedfrom finance department. Update the list on a weekly basis and forward to finance department for their

1. further action.

• To monitor and assist in resolving complaints from walk-in customers, complaints received via differentCommunication Channels ensuring effective customer satisfaction.
• To conduct monthly meetings/presentations with relevant department heads to discuss, review andhighlight current and pending customer complaints in order to provide a feasible solution and avoid its
• occurrence in near future in line with the company policy and norms.
• Meet and discuss with customer’s potential complaints, area of concerns, general disputes and issuesrelated to invoicing and billing in a proactive manner every quarter and submit the minutes to management

1. for their review and decision making.
2. To assist the Senior Team members on general matters related to customer complaints, queries anddiscount

• To initiate registration of New & Old Shipping Lines /Agents is carried out smoothly in the CRM as per thecustomer service process & procedures in coordination with the stake holders.

To represent the Customer Care section in modification and upgrade projects with IT department.