Deputy Manager - Customer Service

Deputy Manager - Customer Services

Responsibilities

• Providing excellent customer service to corporate and retail clients of containerized cargo
• Route planning, Rail, Road & multimodal movement planning. Door to Door logistics solution.
• Handling customer inquiries, issues, and escalations promptly and effectively
• Collaborating with internal and external stakeholders to resolve customer concerns
• Generating and analyzing reports and analytics to monitor team performance and identify areas for improvement
• Conducting root cause analysis for errors or complaints and implementing corrective actions
• Contributing to continuous process and customer experience improvements
• Assisting in forecasting and planning for booking execution
• Meeting with customers for review at regular intervals
• Managing customer complaints and claims to ensure satisfaction
• Conducting customer satisfaction surveys to identify areas for improvement
• Participating in recruitment, mentoring, and development of customer service agents
• Ensuring adherence to KPIs, procedures, and SOPs
• Facilitating clear and effective communication with stakeholders

Qualifications

• 2-3 years' Experience in Customer Service and Customer Service Management
• Bachelor’s degree in business administration or related field