Role Purpose
This role will focus on understanding the purpose of delivering high standard of customer service to external and internal customers ensuring a one-touch resolution of cases handled. The Process Execution Executive will support the Specialists in end-to-end ownership of nominated processes and issues at a process level. This includes ticket management tasks and data related functions (data entry, reconciliation, analytics & reporting).
Role Accountabilities (What is this role responsible for delivering?)
Process Execution
- Performs the day to day execution of tasks assigned to the Process Teams that includes one or more of the following (but not limited to)
- Support Ticket Handling/Management (Email, Phone, Live/Web-Chat)
- Execution & handling of Export & Import Shipment related tasks
- Rate/Contract Filing & Billing Equipment management Vendor/Partner Onboarding
- Reporting and Analytics
- Responsible for adhering to process SOPs and SLAs as defined
- Accountable for achieving customer satisfaction on case by case, at the interaction level.
Key Qualifications & Skills (What knowledge will ensure success in the role?)
Qualifications
- Degree/Diploma holder, preferably in the Logistics or Maritime specialization
Technical Skills
- Good knowledge of Microsoft Office applications, data reporting/analytics Professional Skills.
- Results driven and has a positive attitude.
- Good English communication skills, both written and spoken.
- Able to type at 60wpm and above.
- Effective team player and collaborator.
- Strong personal integrity.
- Strong analytical and administrative skills.
- Work cross-functionally and think both critically and strategically.