Job Description

• To address customer complaints and grievances and resolve them, ensure that similar mistakes do not occur in future by setting up effective procedures for better customer service.
• Enhancing CRM and incorporating all Commercial process and procedures that adds value to CRM thereby contributing to an efficient and faster customer service satisfaction.
• Lead and monitor the Customer Executives and ensure that they discharge their duties as per set objectives in line with the department KPIs.
• Analyze and identify root cause of repetitive complaints received from customers in coordination with the relevant department and agree on action plan to eliminate reoccurrence in future to provide with effective customer service.
• Assist the Assistant Manager - Customer Care in developing and implementing new strategies for the department and seek consultation on general matters related to customer complaints, queries and discount as and when required.
• Conduct monthly meetings/presentations with respective Customer Care executive & relevant department heads to discuss, review and highlight 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.
• Ensure that the assigned departments are implementing the preventive action step discussed during the monthly meeting in order to eliminate possible cause of repetitive problems.
• Verify discount requests received from walk-in & other customers for services offered, ensure that TER (Tariff Exemption Request) for approved discounts is raised by the respective Customer Care staff after discussing with the department and accounts management team subject to approval from head of Customer Care section.
• Attend weekly meetings on disputed invoices with the finance department and oversee that all genuine disputes are closed with FIA raised after seeking approval from AM-CS and credit note issued to customers accordingly. For non- approved cases, communicate with the account management team and if required, update the customers.
• Monitor the process of auctions of cargo & destruction of unfit cargo and ensure the same is carried out in in an effective manner in line with the company policy and procedures.
• Meet and discuss with customers, potential com plaints, area of concerns, general disputes and issues related to invoicing and billing in a proactive manner every quarter and submit the minutes to management for their review and decision making.
• To supervise registration of New & Old Shipping Lines /Agents is carried out smoothly in the CRM as per the customer service process & procedures in coordination with the stake holders.
• To liaise with various govt. authorities and represent DP World in various meetings with other BUs & external bodies, attend events as and when required and support team members by attending customer complaints in case of work load.
To represent the Customer Care section in modification and upgrade projects with IT department.