Owns and manages the customer experience of Essential Services
Customers. Has responsibility for the end to end
customer experience in compliance with all company procedures.
Typically handles a large number of customers or larger, more complex
customers. Manages accounts with large business Impact: The level of
impact is defined by volume and/or revenue contribution to the cluster
scorecard. The customer often has a certain complexity. Typically
involves customers with specific needs outside the normal such as legal
requirements, documentation requirements, customs restrictions or
filling requirements, lack of e-channel use, specific booking
requirements, and/or special cargo/dangerous cargo etc. The person
furthermore exerts a behavior where he/she can work independently with
limited guidance and is capable of supervising others where relevant.
Logistics and Services Experience is a must
* Take full responsibility and end-to-end ownership of customer shipments.
* Act as a primary point of contact for customers and communicate proactively to keep customers informed of any issues.
* Owns the customers shipment lifecycle and all issues related to this.
* Facilitate the customers' needs timely and resolve issues effective by engaging relevant internal stakeholders
* Engage in constructive issue resolution. This includes dealing with escalations and complaints.
* Address root causes and seek continuous improvements -constantly look for ways to improve work processes by understanding and being familiar with local KPIs and act in line with set targets.
* Willingness of going the extra mile for the customer.
* Thinking out of the box and with focus on providing solutions.
* Build strong and lasting relationships with customers with purpose of gaining an understanding for their business, service needs and drivers of success.
• Actively work together with colleagues within and beyond functions and
locations. •Assist the team in realizing the ambitions by sharing knowledge
and best practices of processes.
* Display accountability for customer satisfaction by owning and managing customer facing activities.
Who we are looking for
* Strong interpersonal and communication skills.
* 1- 3 years experience in logistics and services is a must.
* Passion for Customer Service.
* Pro-active person with a service oriented mindset.
* Dedicated, decisive and result orientated with a can-do attitude.
* Likes to get it right the first time and can look ahead to avoid issues from happening.
* Able to work under pressure while keeping quality in focus.
* Comfortable with Change Management and capable of delivering high quality before, during and after transformation.
* Good process understanding and digital proficiency
* Comfortable with working with multiple items at the same time whilst keeping quality in focus.
* Well organized, efficient and effective.
* An excellent team player, while also able to work independently
* Good moral compass and ability to work within the Company's values
* Fluent in English and Arabic
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