Customer Care Manager

Full Time, onsite
People Pathfinders Sdn Bhd
Subang Jaya, Malaysia

RM 10,000 - RM 10,000 / month

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The Company

Our client is a prominent global logistics company who focuses on transport solutions, warehousing solutions and complex global logistics and supply chain services across the globe. They are supported by over 45000 employees in more than 150 countries offering best-in-class services that will move your goods through supply chains in an efficient, reliable, and sustainable way. The company has great culture, cultivates inclusive work environment, values diversity and collaboration. They provide continuous learning and development opportunities to employees.

Reporting to the Country Managing Director, the Customer Care Manager will work with other members of the Customer Care team and stakeholders to deliver outstanding services to customers by ensuring that customer’s request, feedback, issues and claims received are acted upon and responded to in a timely and effective manner, within pre-defined service levels.

Job Responsibilities:

Customer Feedback Management:

Responsible for the day-to-day management of customer feedback and ensuring that feedback is responded to in a timely, efficient manner and addressed and resolved. Broad responsibilities include:

Ensuring that emails received on feedback email box is acknowledged and attended to within 1 business day.
Quality feedback received and escalated to the appropriate issue owners, stakeholders and/or management level.
Work with issue owners and/or stakeholders to resolve customer’s feedback and ensure the implementation of any containment actions and/or identified correction actions.
Respond to customer directly on their feedback in a timely and effective manner, within predefined response levels.
Proactively update customer on the progress and outcome of their feedback. Where necessary, conduct and facilitate meeting with customer to resolve customer’s feedback.
In the case of complex and multi-issue complaints, work with stakeholders to address the issues raised and co-ordinate central response to customer where possible.
Monitor and ensure that the service levels and turnaround time for end-to-end customer feedback management is adhered to, including ensuring that issues owners and/or stakeholders respond and completes the review of any corrective and/or preventive actions required (CAPA).

Claims Management

Responsible for the investigation, resolution, and documentation of freight forwarding claims. Work closely with customers, carriers and insurance companies to ensure that claims are handled in a timely and efficient manner.

Qualify customer claims request and work with stakeholders to access and determine eligibility and liability.
Manage the claims process from initial intake to final settlement and document claims in a clear and concise manner.
Respond to customer directly on the claims request in a timely and effective manner within predefined response level.
Proactively update customer on the progress and outcome of their claims.
Work closely with stakeholders to ensure that claims are handled efficiently and effectively.
Where the claims involve a 3rd party such as a partner service provider, submit and coordinate the claim to the 3rd party on behalf of customer.
Monitor and ensure that the service levels and turnaround time for end-to-end claims management process is adhered to.

Performance Reporting

Provide management reporting on the performance of end-to-end customer feedback process, claims management and escalated calls management.

Learning & Continuous Improvement Review

Analyze and conduct periodic review of feedback and claims data to identify opportunities to drive improvements on product and/or service delivery.
Facilitate monthly review with the country management team.

The Ideal Candidate: