Senior Care Premium Business Partner
Maersk Line
Total years of experience :14 years, 11 months
Owns a punch of Care Premium Customers and responsible for their business. Handle their requests from creating a booking till shipment release, focusing on business quality and how to increase line profit
• Handle Care Premium Customers customers’ complaints and inquiries and provide solutions to their problems.
• Focusing on how we can reduce downfalls and make sure that all bookings are materialized.
• Coordinate with all other departments in order to make better solutions for customers.
• Provide proper information to customers with complete & comprehensive understanding of Maersk Line Products & Services and Policies & Procedures.
• Couching our Indian colleges before migrating tasks to them.
• Travel to India to make presentations about our tasks and scope.
• Handle containers availability and release orders.
• Ensure Customer orders are processed promptly and accurately.
• Act as first escalation point for CS team.
• Maintain System updates timely
• Satisfy the needs of every customer to ensure high customer retention.
• Takeover client’s ownerships.
• Troubleshoot all problems to resolution & communicate proactively with all stakeholders as well as clients.
• Develops and maintains a positive working rapport with customers & transportation partners.
• Work in a fast paced environment.
• Ensure that all documentation is processed in a timely manner
• Process paperwork out to operations at a container level.
• Communicate on a daily basis with Centralized team, Transportation carriers, managers and/or supervisors when issues arise.
• Monitor and report any level of service failures to the Customer Service Manager.
• Receive and resolve telephone related customers queries
• Complete pro-active and self-initiated face to face visits with customers for client maintenance, and resolution of specific issues
• Identify ways in which cost effective value adding service can be provided to specific clients
• Ask customers for additional, profitable cargo, either in response to Sales opportunities or own opportunities
• Execute new customer on boarding process to the standard required based on the specific activities outlined
• Handle specific shipment, transport plan and documentation exceptions, including keeping the customer informed
• Ensure that detention is raised where relevant
• Serve as e-commerce focal for customers
• Provide commercial input and execute completion of agreed waivers
• Manage handovers with GSC customer service teams
• Identify and implement improvements relating to processes in which front office and GSC are involved
Accomplishment
• Being one of trainers of the migration program in India.
• Achieving the highest score for customer service agent on 2012.
• Selected to be the Focal point for Global new Maersk line web site in Egypt.
• Selected to be the Focal point for the documentation center on Manila.
Handle customers’ complaints and inquiries and provide solutions to their problems.
• Sell Mobinil products and services and ensure proper collection of required documents.
• Resolve customer complaints in time & treats them as business opportunities to ensure continuous
improvement & development.
• Provide proper information to customers with complete & comprehensive understanding of MobiNil Products
& Services and Policies & Procedures.
• Coordinate with other departments to solve customers’ complaints.
• Up selling our products and services (Mobile Lines, Services & Handsets).
• Prepare the Daily Sales Reports.
• Increase customer repeat purchasing by insuring a consistent acceptable service / or product for all
customers of all properties.
• Maintain customer awareness with credibility.
Handle all incoming calls of the Call Center.
• Handle outbound calls for follow up, occasional campaigns and call backs blended with normal inbound
calls.
• Provide best possible service to both external & internal customers to achieve highest level of customer
satisfaction.
• Handling and resolving the customer's problems and complaints and forwarding them to the assigned
inboxes
• Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g.
Credit, Customer Support & Activations, Outbound & Save Initiatives, etc)
• Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate.
• Provide proper information to customers with complete & comprehensive understanding of Mobinil Products
& Services and Policies & Procedures.
• Resolve customer complaints in time & treats them as business opportunities to ensure continuous
improvement & development.
• Contribute to the up selling of Mobinil Products and Services.
• Use available methods & tools to develop own skills & information (applications, intranet briefings, attending
trainings, etc.)
• Escalate problems & provides relevant feedback to the right channels.
• Accomplishment
• Best agent in the Call center team work for three months.
• High achiever on Mobinil shop for two months.
