Consultant at Quess Corp Limited
Views:6 Applications:7 Rec. Actions:Recruiter Actions:3
Executive - Customer Support - Cargo (2-8 yrs)
- Manage the central entry channel for customer requests, ensuring correct case creation in the Customer Relation Management (CRM) Tool.
- Professionally handle customer liability claims and complaints, including investigation, correspondence, and documentation in the CRM Tool according to given guidelines and process instructions.
- Proactively manage the workload with all interfaces to achieve 100% service level and quality.
- Handle complex services and after-sales related tasks.
- Ensure zero customer escalations by reducing process errors and maintaining 100% quality.
- Communicate effectively with stakeholders and customers, responding to emails and Teams channels in a timely manner.
- Participate in training, adapt to process changes, and work towards continuous improvements.
- Escalate IT issues promptly to the IT service center and use the escalation channel effectively to resolve process complexities in coordination with interfaces.
- Take on additional responsibilities and duties as assigned.
