- Be accessible to Customers at all times. Act as local Point of Contact to address and assist on urgent request such as Form 13, Empty offloading, Seal issuance etc.

- Participate in Customer Facing (F2F) meetings - either joint visit with sales or individual to ensure our customers feel connected with Customer Service - especially with critical NVOs & GNPs.

- Handle escalations for all tasks related to Customer Service.

- Anticipate customers inconvenience based on their feedback with regards to existing/newly launched process and offer/solution recommendation to align basis market standards.

- To improve customer interaction in lieu of customers understanding of HL process especially those who were identified as detractor/neutral during previous two CES and the ones who are contributing in high number of Case counts.

- Participate in cross-functional Area meetings, discussing solutions for daily problems highlighted by customers involving other teams.

- Identify new customer requirements and present to management for acceptance.

- Act in the on boarding process for new customers, explaining Sales and Customer Service setup, Quality Promises, e-business tools/OBL printing (together with Digital Manager)

- Act as an extended arms of the QSC in executing Projects and working as liaisons between the QSC and customers especially in scenarios where customer education is required.

- Support Sales teams on Quality Promises and customer commitments.

- Performs root-cause analysis of repetitive problems / deviations.

- Proactively analyze case and phone statistics to identify opportunities of improvement, both from customer/HL side.

- Engage as focal points for QSC to expedite execution of tasks where local action required for Vendor handled (external) Counters.

- Engage in regular customer visits to ensure our customers feel connected with CS - physical/face to face meetings help specially with critical NVOs along with GAMs when there is presence in the main metro locations/zones.

- Internal and external point of entry for customs matters, across all area departments

- Duly communicates local customs developments to responsible parties

- Evaluates impact of local customs requirements to ensure compliance

- Participate and support in Global/Regional Projects related to customer service.

- Assist in the rollout and drive the usage of new and existing product offerings by HL

- Support and mentor counter team for managing following tasks related to payment postings, container releases, local document stamping, OBL issuance and acceptance, BL amendments in urgent cases.

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