CUSTOMER SERVICE MANAGER - BCO

Promptly handle customers / team escalations
Review & approve changes of work processes before escalation to line Manager
To implement corrective actions and preventive measures for immediate service recovery
Leading and motivating the customer service department to increase customer satisfaction
Joint customer visit to resolved operations issue when necessary
Lead the Customer service team for Sea freight – Key Account under BCO
Review the profit & loss of each shipment
Conduct recruitment exercise for officer / executive position when needed
Providing outstanding customer service to key Accounts.
To co- ordinate with Ocean carriers for bookings / uplift upon escalation from team
Liaise with customers on the standard operating procedures
Provide related training to new staff assign to the team
Prepare and manage customer key operation performance reports

OPERATION

Control operation costs
Number of escalation because of non- comply Customer SOP
% of customer with clear SOP
Average % of customers AR outstanding vs credit agreements
Operation KPIs as per Key Account’s target

Good Computer skills (MS Office) : Word, Excel, Power point
Bachelor Degree : College or University
Min 7 years – experience in freight forwarding with sea freight operation
Pleasant personality and a good team player
Knowledge : Shipping
Possess excellence communication and interpersonal skill.
Good command in English : B Level
DGR trained will be an advantage

Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Đồng phục, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Phụ cấp thâm niên, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-05-21 18:10:08