Customer Service Executive

2 weeks ago

Hyderabad, India Morpheus Human Consulting Full time

Reference Code:

- 484-11
- Job Title:
**Customer Service Executive - Cargo Industry - Hyderabad**
- Category:

- Logistics
- Job Description:

- Founded in 1984, the company has had a long and proud presence in India and is a leading conglomerate dealing in international air cargo management, trucking, hotels & hospitality, insurance brokering, visa and consular services.
- They are also committed to community development and works closely with a number of organisations in the field of education, rehabilitation as well as the promotion of art and culture.
- Job Title: Customer Service Executive - Cargo Industry - Hyderabad
- Customer Service Executive job entails performing customer service function of Customer Recovery in the Central Team. The individual need to have robust knowledge of customer service functions and processes; be an information expert with a passion for customer service, providing timely data, reports and information in order to deliver world class customer service.
- Job Responsibilities:

- ? Ensure 100% compliance of the Service Level Agreement (SLA) quality Standards & SLA Performance Measurement Matrix as per our contract with the Principal.
- ? Systematic & effective functioning of the station in accordance with the SLA/LPM/SOP requirements.
- ? To effectively deal with mishandled & delayed cargo, and subsequent irate customers.
- ? Liaise with flight planning and other teams, highlighting any shipment that require attention/action, updating them on progress and resolution.
- ? Perform data/information gathering activities for other departments/stations as requested.
- ? Clear and monitor the queues as per the recovery process based on the product class till the shipment reaches the final destination.- ? Accurately update all relevant system and database with all pertinent information.
- ? Identify customer needs and provide solutions and alternatives which best support the customer and the business.
- ? Resolve queries with internal customers (stations, other areas of business) and share information.
- ? Handle all periodic reports.
- ? To also have knowledge of the various manuals, e.g., SOP, LPM, TACT etc
- ? To ensure strict adherence to the safety and security procedures and standards of the Principal.
- ? To assist in the event of delays and disruptions by proactive communication and interaction
- ? Identify opportunities for change and continuous improvement with implementation of new working practices.
- ? To build business relationships with internal and external customers
- ? To be able to liaise with third party efficiently.
- Key Skills:

- Key Skills:

- ? Planning and organization skills
- ? Innovative and resourceful in response to rapid changing environment and role.
- ? Customer Service Orientation
- ? Good technical knowledge of the Principal’s systems and processes.
- ? Team player
- ? Logical and quick learner
- ? Ability to work under mínimal supervision within defined guidelines
- ? PC literate with knowledge of Word/Excel
- ? Fluent in written and spoken English
- ? Fluency in local language is desirable
- Mandatory:

- ? Operate efficiently in a highly pressurized environment.
- ? Become conversant with all relevant procedures/formalities.
- Industry: Air Cargo
- Gender: Open
- Experience: 1 to 5 years
- Job Location: Hyderabad
- Working Days: 5 days (9:00 to 6:00/9:30 to 6:30)
- Qualification: Graduate
- Notice Period: Immediate to 30 days
- Reporting To: Sales and Revenue Development Manager- About Morpheus Consulting:
- Recruitment is a people-focused business - our success and growth are reliant upon our people. Our team of 130 consultants based in Middle east, Asia and Africa offer a blend of international recruitment experience, coupled with a platform of local market and industry knowledge. Morpheus Consulting has its presence since 2007 and has established itself as a reputed recruitment specialist in its industry.- Location:

- Required Experience:

- 1-5 yrs
- Positions:

- 1

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