Case Management•Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
•Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
•Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
•Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager and related CCAM
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Service Level Management•Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP
•Tender/contract compliance, Build reports & metrics as per tender/contract SOP
•Proactive Monitoring
If part of the Premium Desk:•SPOC, Act as exclusive single point of contact for customer & build strong relationship with the customer
•Support CCAM, Support Customer Care Account Manager (CCAM) during QBR, MBR on operational issues, insights.
•Create personalized reports to analyze service delivery failures (Booking Delay, Draft BL Delay, Invoice accuracy, etc.) and share with relevant stakeholders to improve service delivery speed & Quality