Sr. Executive, Customer Care

Job Description

Title: Sr. Executive, 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

Experience Requirements:
∎ 3 to 5 year(s)

Job Responsibilities:
∎ Adherence of all KPIs and procedure related to export customer service requirements
∎ Improvement of Customer experience indicators defined as per Global and Local Objectives
∎ Conduct root cause analysis for errors / quality defects and initiate effective corrective actions
∎ 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
∎ Monitor shipment according to customer status and track and trace upon delivery
∎ Maintain daily, weekly and monthly reports/dashboard to stakeholders
∎ Participate to the promotion of relevant products or services when talking to customer
∎ Contact customer and manager/coordinate system modification when needed
∎ Give guidelines and support to Booking or VIP/special desk team on process /dispute / customer profile
∎ Update customer profiles, monitor invoices when cancelled bookings
∎ Review customer change request if any and modify bookings in line with corporate guidelines.
∎ Achievement of Group Targets, Net Promoter Score (NPS), Customer Satisfaction Index etc.

Additional Requirements:
∎ 3-5 years in Shipping Line/ Logistics/ Freight Forwarding/ Telco/ FMCG
∎ Experienced female candidate would be given preference
∎ Advanced user - MS Office (Excel/ Reporting/ Power Point/ Outlook)
∎ Customer knowledge
∎ Knowledge of the legal and/ or regulatory frame works
∎ Knowledge of commercial policy and offers
∎ Clear understanding on customer service and user support
∎ Commercial relation
∎ Strong communication/presentation skills in English (verbal/e-mail)
∎ Knowledge on SAP based Customer Care Solutions /IT Applications

Salary: Negotiable

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 22 May 2022

Company Information:
∎ 12 May 2022
∎ APL (Bangladesh) Pvt. Ltd..

Category: Customer Support/Call Centre