争端处理员

招聘人数：3 人 性别要求：不限性别 Title: Specialist
Key responsibilities
1. Performance management:
-Execute processes timely with focus on quality as per the SOPs defined an d guidelines established.
   - 按SOP规定和指导在执行过程中及时关注并确保质量。
-Wherever required perform in-depth analysis aimed at improving service levels, customer satisfaction an d quality of output provided.
   - 深入分析，提高服务水平，客户满意度和质量。
 2. Single Point of contact:
-Being the focal point of contact in the team for resolving any operational process, system issues identified.
       - 作为团队中的联络中心去处理系统中分配的任务和问题。
-Ensure operational process, system issues sighted are resolved within defined timeline to ensure no/minimum impact to customer/business.
- - 确保操作过程，系统问题在规定的时间内得到解决，以确保对客户的影响减少到最小。
-Where required engage with frontline colleagues in CS an d cross functional teams within GSCs an d clusters, LOCs to resolve any issues, complaints Ｏr queries reported by the customer timely.
- 在需要的时候，跨部门沟通进行问题的处理，例如CS，GSC，LOC等。
3. Knowledge Management:
-Create an d maintain a repository with a log of all process, system issues received along with workarounds / solutions identified. Use this as one of the knowledge management tools within the team.
   - 随着解决方案确定接收系统的问题，创建并维护自己的流程库，作为一种知识管理的工具。
-Coach, mentor an d train team members to continuously improve their skills an d knowledge levels.
  - 指导和培训团队成员，不断提高他们的技能和知识水平。
4. Continuous Improvement:
-Improve CS processes, CSS score by identifying opportunities to eliminate, simplify an d standardize.
   - 通过CSS分数来识别优化，简化和规范客服流程。
5. Customer Experience sensitization:
-Deliver a superior an d best-in-class Customer Experience.
    - 提供一流的客户体验。
-Ensure Customer Experience vision of ‘Trust, Cared for an d Pleased’ is foremost in all process changes initiated, performance reviews.
    - 确保客户体验公司的信任、关心和满意，并由此提高绩效评估。
6.Operational activities under purview though not limited to below：
Dispute handling, pre-claims, booking exception handling, MDWS clarification resolution, special / reefer cargo co-ordination, monitoring issue resolution tool, email exception handling.
        - 争议处理、预索赔，预订异常处理，清晰特殊/冷藏货物统筹、监控问题解决工具，电子邮件的异常处理。
 

Skills required
· A minimum of 3 plus year s proven experience in logistic preferably in CS processes. Experience in logistic frontline commercial teams will be an added advantage.
       - 至少3年以上物流或货代行业经验，最好是客户订单流程经验。有物流一线商业团队经验者优先考虑。
· Understanding of the shipment life cycle an d roles of CS, cross-functional stakeholders.
        - 了解运输周期和客户服务，跨部门的物流运输行业从业者。
· Customer Service background involving direct interaction with external customers
        - 与外部客户直接互动的客户服务背景
· Customer centric mindset with focus on service orientation
        - 以客户为中心做好服务。
· Strong problem solving an d analytical skills
        - 较强的分析和解决问题的能力
· Ability to multi-task, manage challenging deadlines an d internal/external customers/colleagues.
        - 有能力完成多项任务，在规定期限内完成有挑战性的工作。
· Effective communication skills both written an d verbal.
        - 良好的书面和口头沟通技巧。
· Expertise in key ML systems such as GCSS, RKEM, MARS an d MePC.
        - 精通马士基系统例如GCSS, RKEM, MARS 和MePC。