360 Quality Management

ดูรายละเอียดบริษัท

29 พ.ค. 67

Customer Service_Contract renewable_Mrt ลุมพินี 099-352-4

สถานที่ปฏิบัติงาน

เขตบางรัก กรุงเทพมหานคร

เงินเดือน

22,000-25,000

อัตรา

สมัครงาน

บันทึกงานที่สนใจ

พิมพ์

แชร์

รายละเอียดงาน

RESPONSIBILITIES: 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 . Service Level Management • Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP • Proactive Monitoring • Manage all casses based on FIFO (First in First out) basis. • Promote digital experience and educate customers to fully move to digital journey. • 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/Car

คุณสมบัติผู้สมัคร

Age 25-35,Thai nationality
Bachelor degree related fields.
Excellent customer Service Experience (minimum 2 years of customer facing activity)
Strong Knowledge in Shipping is an advantage.
Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
Great customer facing skills with ability to build and nurture relationships.
Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
Excellent knowledge in LARA all modules
Basic proficiency with MS Office