a. Case Management Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process. Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations. Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time. Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager . b. Service Level Management Monitor SLA, ensure customer Service Levels are maintained as per SLA . Proactive Monitoring Manage lifecycle case management and dispatch cases to back-office team. Be the sngle entry point for all special cargo customer queries. Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues Central point to handle exceptions / customer special demands Resolving complaints in case of unexpected shipment disruptions/ issues Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines Coordinate with related internal teams and follow up to ensure Resolution Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.) Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…) Identifying opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etc Follow up on TPS and NPS feedback. Face to face meeting with customer to create continuous improvement environment. Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services

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