Job description:
The Customer Care Specialist will be part of a team within the Customer Care Location (CCL) responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centres (OCCs) have all of the necessary information (including systematic information) to be able to execute on our customer behalf. The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected level of service provided. All of these activities are to be executed via KN Customer Care system.
How you create impact
1. Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirements
2. Ensure service excellence by leveraging a high level of forwarding and market knowledge
3. Document, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS)
4. Closely liaise with Sales owners to ensure the smooth on-boarding of new customers
5. Conduct claims management, from reporting through to closure
6. Ensure compliance with company, industry and legal standards is adhered to across the function...