VIP Desk CS is a point of contact for VIP customers. It provides a platform for customers to interact directly with VIP customers about all aspects of their shipment. This will increase customer centricity.
Customer expectations can be managed and continuous improvement efforts made to improve customer experience are encouraged.
In pursuit of the best customer experience, reinforce the VIP desk to meet all challenges.
You are the focal point of all Reefer or OOG customers.
Assure effective coordination with GBS customers and other stakeholders.
Assess the needs of customers and create SOPs that are tailored to their business within an organizational framework.
Assure priority resolution by the VIP desk.
All VIP customers must be followed up on transshipment for priority connections by the VIP desk.
Monitoring KPIs is important. Ensure that TATs are met for VIP customers.
Assist Sales in organizing regular customer meetings on a monthly/quarterly basis.
Participate in customer education activities on a regular basis.
Organize a team meeting with VIP desk members to discuss issues, find new ideas, and find solutions.
To encourage team spirit, engage team members in team-building activities and delegate responsibilities to empower them.
Always be pleasant and approach challenges and change management with a positive attitude
Master's or Bachelor's Degree
Experience in leading a strong Customer Service Team with at least three (3) years of experience in similar roles.
Capability to create operational plans that have a short-term impact while maintaining high standards of performance and execution
Rapid modification of important changes
When working across borders, the ability to adapt and exchange skills
Strong customer centricity
Communication skills are essential and interpersonal skills are important.
MS Office tools, data analysis and reporting