Administrator – customer care

Job Description

To perform customer care administrative duties and assist in the departmental functions and act as a custodian of the Customer Care inquiries. To support the Customer Care team in registration of new companies and attend to customer calls in a courteous manner thereby increasing customer satisfaction.

1. To act as custodian of Customer Care email and reply to all customer emails in an courteous manner. Log all cases received from interaction channels onto the CRM system for future reference. Address the queries related to commercial correspondence and forward to the appropriate executive for further action.
2. Verify and approve all online company registration requests for New & Old Shipping Lines /Agents in a smooth manner in the CRM as per the customer service process & procedures and maintain coordination with the stake holders.
3. To assist the Customer Care Executives by attending to verbal / written complaints against Port services and efficiently solve them for better customer service.

• To prepare and present Customer Care Department's daily/weekly and monthly progress reports to Department Managers and quality department for review and decision making(Reports: Daily status of cases /Acknowledgment/ TER/FIA/Staff attendance )
• To coordinate with all internal departments to resolve complex customer issues. Highlight root causes of complaints received by customers for analysis and investigation as advised by the Senior Customer Care Executive

1. To monitor and identify developments or enhancements to the existing IT systems used in Customer CareSection. (TER/ CRM )
2. Monitoring pending issues in the CRM system communicate to appropriate executive/ Managers &customer.
3. Offer Administrative service to Customer Care Team through Oracle HRMS, keeping all staff records and assist Department Manager in the absence of Department Coordinator.
4. To assess the customer's issue and recommend valid solutions
5. Escalate unresolved issues to the appropriate Manager or supervisor
6. Follow up on any customer issues requiring additional research
7. Communicate with Manager/Supervisor team regarding status of issueS