Assistant Manager - Customer Care

Job Description

Title: Assistant Manager - Customer Care

Company Name: APL (Bangladesh) Pvt. Ltd.

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ MBA/ Masters in any discipline from a well reputed university

Job Responsibilities:
∎ The incumbent will be part of the Customer Service & responsible to provide leadership direction to Export Customer Service Team
∎ Adherence of all KPIs and procedure related to export customer service requirements
∎ Lead customer service team to ensure required functions are fulfilled to meet customers' needs
∎ Improvement of Customer experience indicators, retrieve dashboard reports defined as per Global and Local Objectives
∎ Conduct root cause analysis for errors / quality defects and initiate effective corrective actions
∎ Guide the Team through change management process as and when required
∎ Serve the global customers in all its queries and requirements
∎ Inform customers on any shortcomings based on initial conditions and coordinate internally to respond customer related to shipment
∎ Participate to the promotion of relevant products or services when engaging customer
∎ Contact customer and coordinate system modification when needed
∎ Achievement of organizational Targets, Net Promoter Score (NPS), Customer Satisfaction Index and other targets defined by the Group
∎ Implement global and identify / propose local upskilling initiatives and work on career advancement plan for team members

Additional Requirements:
∎ Managing a Customer Care Team at least for 03 years in Shipping Line/ Logistics/ Freight Forwarding/ Supply chain industry/ Telco/ FMCG
∎ Customer knowledge/service/relationship
∎ Knowledge of the legal and/ or regulatory frame
∎ Knowledge of commercial policy and offers
∎ Strong communication/presentation skills in English (verbal/e-mail/power point)
∎ Advance knowledge on SAP based Customer Care Solutions /IT Applications

Salary: Negotiable

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 10 Nov 2021

Company Information:
∎ 26 Oct 2021
∎ APL (Bangladesh) Pvt. Ltd.

Category: Commercial/Supply Chain