Assistant Manager - Customer Services
Adani Ports and Special Economic Zone Limited (APSEZ) · Mumbai · onsite · Posted 1d ago
Not disclosed3–5 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Responsibilities
Customer Inquiry Handling:
Respond promptly and professionally to customer inquiries regarding cargo status, shipping schedules, and service offerings, ensuring a positive customer experience.
Customer Request Processing
Log, track, and follow up on customer service requests using CRM systems, ensuring all inquiries are resolved in a timely and accurate manner.
Complaint Resolution
Address customer issues related to cargo handling, delays, and other operational concerns, escalating complex problems to higher levels when necessary.
Customer Relationship Management
Act as a liaison between customers and internal departments (such as operations, logistics, and billing) to coordinate and relay information efficiently.
Status Updates And Notifications
Provide real-time updates to customers on the status of their shipments, anticipated delays, or schedule changes, maintaining transparency throughout the cargo handling process.
Data Management And Reporting
Maintain accurate and up-to-date records of customer interactions, service requests, and resolutions in the CRM system.
Regulatory Compliance
Assist customers with queries related to port regulations, compliance requirements, and necessary documentation for cargo handling.
Customer Feedback Analysis
Gather and document customer feedback on service quality, identifying areas for improvement and sharing insights with management to enhance customer satisfaction.
Digital Mindset
Keep up with digital and AI advancements to enhance business and maintain competitiveness.
Key Stakeholders - Internal
Lead - Customer Services
Other Departments,
Direct reportees
Key Stakeholders - External
Prospective clients, government and regulatory bodies, Trade groups, Comptetiors
Qualifications
Educational Qualification:
Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field.
Work Experience
Minimum 3-4 years of experience in customer service, account management, or logistics, preferably within the ports or shipping industry.
Proven track record in managing key accounts and improving customer satisfaction metrics.
Customer Inquiry Handling:
Respond promptly and professionally to customer inquiries regarding cargo status, shipping schedules, and service offerings, ensuring a positive customer experience.
Customer Request Processing
Log, track, and follow up on customer service requests using CRM systems, ensuring all inquiries are resolved in a timely and accurate manner.
Complaint Resolution
Address customer issues related to cargo handling, delays, and other operational concerns, escalating complex problems to higher levels when necessary.
Customer Relationship Management
Act as a liaison between customers and internal departments (such as operations, logistics, and billing) to coordinate and relay information efficiently.
Status Updates And Notifications
Provide real-time updates to customers on the status of their shipments, anticipated delays, or schedule changes, maintaining transparency throughout the cargo handling process.
Data Management And Reporting
Maintain accurate and up-to-date records of customer interactions, service requests, and resolutions in the CRM system.
Regulatory Compliance
Assist customers with queries related to port regulations, compliance requirements, and necessary documentation for cargo handling.
Customer Feedback Analysis
Gather and document customer feedback on service quality, identifying areas for improvement and sharing insights with management to enhance customer satisfaction.
Digital Mindset
Keep up with digital and AI advancements to enhance business and maintain competitiveness.
Key Stakeholders - Internal
Lead - Customer Services
Other Departments,
Direct reportees
Key Stakeholders - External
Prospective clients, government and regulatory bodies, Trade groups, Comptetiors
Qualifications
Educational Qualification:
Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field.
Work Experience
Minimum 3-4 years of experience in customer service, account management, or logistics, preferably within the ports or shipping industry.
Proven track record in managing key accounts and improving customer satisfaction metrics.
Sourced from foundit
Skills
crmcrm systemsRegulatory ComplianceData Management
About Adani Ports and SEZ
Adani Ports and Special Economic Zone Limited (APSEZ)
Ports & Shipping
3.1k+
employees
1998
28 years old
Ahmedabad, Gujrat
India
₹8.5L PA avg
Avg at Adani Ports and SEZ
About
Adani Ports and SEZ Ltd is India's largest integrated ports and logistics company.
Industries
Ports & ShippingLogistics / Shipping
Employee ratings
10 reviews
3.8/ 5
Culture
3.3
Career growth
3.4
Work-life
3.5
Employees rate it well for
Overall Company38Skill Development37
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