Deputy Manager - Customer Services

Deputy Manager - Customer Services

Responsibilities

Customer Inquiry Handling:

Respond promptly and professionally to customer inquiries regarding cargo status, shipping schedules, and service offerings, ensuring a positive customer experience.

Customer Request Processing:

Log, track, and follow up on customer service requests using CRM systems, ensuring all inquiries are resolved in a timely and accurate manner.

Complaint Resolution:

Address customer issues related to cargo handling, delays, and other operational concerns, escalating complex problems to higher levels when necessary.

Customer Relationship Management:

Act as a liaison between customers and internal departments (such as operations, logistics, and billing) to coordinate and relay information efficiently.

Status Updates and Notifications:

Provide real-time updates to customers on the status of their shipments, anticipated delays, or schedule changes, maintaining transparency throughout the cargo handling process.

Data Management and Reporting:

Maintain accurate and up-to-date records of customer interactions, service requests, and resolutions in the CRM system.

Regulatory Compliance:

Assist customers with queries related to port regulations, compliance requirements, and necessary documentation for cargo handling.

Customer Feedback Analysis:

Gather and document customer feedback on service quality, identifying areas for improvement and sharing insights with management to enhance customer satisfaction.

Digital Mindset:

Keep up with digital and AI advancements to enhance business and maintain competitiveness.

Key Stakeholders - Internal:

Lead - Customer Services

Other Departments,

Direct reportees

Key Stakeholders - External:

Prospective clients, government and regulatory bodies, Trade groups, Comptetiors

Qualifications

Educational Qualification:

Bachelor’s degree in Logistics, Supply Chain, Business Administration, or a related field.

Work Experience:

Minimum 3-4 years of experience in customer service, account management, or logistics, preferably within the ports or shipping industry.

Proven track record in managing key accounts and improving customer satisfaction metrics.