- Reporting to the Client Service Manager, responsible for executing the policies and governance set forth, to perform the day-to-day functions of the Customer Service Division, covering all aspect of Service Delivery, Quality and Compliance and as well as Traffic and Freight
- Identify, assess and meet customers' needs
- Provide positive customer experience and to achieve customer satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/ tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep accurate records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies and SOPs
- Maintain customer engagement, manage customer expectations, manage all aspects of the Customers' Service activities between Pre and Post stages of moves
- Ensure general accuracy of all Customer Service records. To take an active role in the development of new tools and procedures in order to increase team efficiency and productivity
- Ensure resources are optimized and operational cost are minimized effectively on all Service Delivery activities, in accordance with the targets set forth by the Supervisor