Customer Success Agent

Benefits

Additional Information

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex. Main responsibilities To coordinate all Customer related jobs. To ensure that all appointments are handled without delay and assigned to appointed agent. To monitor the execution of the port call and work closely with appointed agent and customer's contracted vendors to ensure that we meet the customers' expectations. To actively follow up the relevant local port agents for operational and DA requirements. Provide ships agency support and advice to Customers, Operations team, Support team and Sales. To assist and support the WPS network on administrative, technical and commercial issues. To use customer specific information related to Ships Agency in order to pro-actively promote our products and services to customers and engage actively in finding solutions to customer's challenges. Assist with conceptualising and pricing of Customer contracts together with Sales. To register and maintain agency agreement information into the IT systems available. To report and take corrective action together with Key Account Manager or Sales Executive to ensure sales budgets are achieved and contractual obligations are fulfilled. To ensure adherence related to regulatory issues pertaining to Ships Agency. To provide regular feedback on technical, service quality and commercial issues raised by customers to the relevant management individuals across the organisation along with Sales. To gather information required to help investigation and resolution in Final DA Settlement disputes. To follow up complaints/non-compliances through improvement/complaint system in place. Accountabilities This position will be measured against: Response to customer as per agreed targets, especially related to port call follow up and sending Disbursement to customers within agreed timelines. Vendor Management (Appointment and Settlement of Invoice) Target KPI for local agent Disbursement Account Customer Satisfaction Survey Work process efficiency Responsible for up keeping good QHSSE (Quality, Health, Safety, Security & Environmental) practices as laid down by the company during your employment at all time #WPS

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Company Intel

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