Performance Monitoring: Track team performance against SLAs and KPIs, provide feedback, and escalate issues to the Manager as needed.
Customer Service Support: Handle complex import-related customer inquiries and serve as a point of escalation for service issues when required.
Cross-Functional Collaboration: Coordinate with Airfreight Operations, Customs, and other departments to ensure smooth execution of import shipments.
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Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes.
Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied.
Provide a high level of professionalism and competent customer service.
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Support the implementation of the group loyalty programme at mall level, by promoting the loyalty programme / app to shoppers, registering new members and handling complimentary parking and gift voucher redemptions etc.
Support a customer centric culture and strive for operational excellence for self and within the team.
Perform related duties as assigned by your manager.
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