Assistant Manager - Customer Service

Job description

Assistant Manager - Customer Services 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 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. Experience Level Mid Level