Quyền lợi được hưởng
Attractive Benefit Package + Yearly Performance Bonus
Company Healthcare Package
Training and Development Opportunities
Mô tả công việc
Lead and Manage LCL team to focus on the key Customer Service Drivers, comply to specific client SOP and monitor respective KPIs:
- Efficient claim handling
- Exception Management
- Improve service output for existing accounts on an ongoing basis
- Timely
Customs clearance and delivery
- Ensure service delivery alignment with agreed client SLA's
- Keep a tight grip on 'cost to serve' for each account based on internal resources vs. customer requirements
- Pro-Active Notification
- Easy to Business with
- Ensure proper implementation of new clients or new programs
- Timely Delivery of Documents
- Ensure that the LCL teams adhere to service standards for:
- Responding to customer enquiries.
- Resolving issues/query
- Confirming and sending bookings
- Monitoring data integrity of systems
- Managing performance of stakeholder (carriers, coloaders, warehouse...)
- Controlling payment process, outstanding invoices
Yêu cầu công việc
Stakeholder Management:
- Act as a prime point of contact with customers, working closely with PM,
Product team and overseas offices to deliver seamless customer experience
- Collaboration with internal stakeholders, especially Products teams to identify areas of cost savings/process optimization/improvements.
- Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions
People Development:
- Train, develop & mentor team-members
- Develops & maintains a
customer service mindset in the team & ensures the team is motivated to go the extra mile
- Establish and monitor clear objectives
Information Management:
- Customer KPI reporting in accordance with contract requirements
- Customer Pricing Database - quotation database, maintenance of local charges / tariff, and credit and pricing approval.
- Authority Matrix and Escalation / Dispute Resolution process
- Customer Master Data - in line with Maersk policy and procedure.
- SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and exceptions
- Claims Register - ensure claims are received, acknowledged, and handled in accordance with Maersk Policy.
Thông tin khác
Thông tin cơ bản
Địa điểm: Hồ Chí Minh
Mức lương:Thương lượng
Hạn nộp hồ sơ: 30-11-2022
Chức vụ: Trưởng Phòng
Hình thức: Đang cập nhật
Kinh nghiệm: Đang cập nhật
Số lượng: Đang Cập Nhật
Trình độ: Đang cập nhật
