Executive - Customer Support - Cargo (2-8 yrs)

- Manage the central entry channel for customer requests, ensuring correct case creation in the Customer Relation Management (CRM) Tool.

- Professionally handle customer liability claims and complaints, including investigation, correspondence, and documentation in the CRM Tool according to given guidelines and process instructions.

- Proactively manage the workload with all interfaces to achieve 100% service level and quality.

- Handle complex services and after-sales related tasks.

- Ensure zero customer escalations by reducing process errors and maintaining 100% quality.

- Communicate effectively with stakeholders and customers, responding to emails and Teams channels in a timely manner.

- Participate in training, adapt to process changes, and work towards continuous improvements.

- Escalate IT issues promptly to the IT service center and use the escalation channel effectively to resolve process complexities in coordination with interfaces.

- Take on additional responsibilities and duties as assigned.