The first point of contact for CS Agent to escalate operations issues, customer complaint. Customer relationship builder. Performance management.
The 4PL CS Team Leader is responsible for:
Support 4PL CS Manager in leading and managing the CS teams to focus on the key Customer Service Drivers:
+ Easy to Do Business with
+ Timely Delivery of Documents;
+ Pro-Active Notification;
+ Exception Management;
+ Efficient claim handling
+ Ensure service delivery alignment with agreed client SLA’s.
Ensure that the CS teams adhere to service standards for:
+ Coordinating relevant stakeholders to perform end-to-end shipment process.
+ Resolving issues/query from relevant stakeholders.
+ Responding to customer enquiries.
Monitor data integrity of systems.
Responsible for cross sell/up sell, customer retention.
Follow up on Outstanding payments.
Implemen...