Jobs at Tincan Island Container Terminal

Job Overview

• Managing data, recognizing patterns, and identifying relationships to develop a customer-centric communication strategy for better Customer Experience and continuous improvement process
• The job holder will monitor customer satisfaction levels and identify areas for improvement.
• Collaborate with cross-functional teams – IT, Sales and Marketing, Customer service, documentation, etc to address customer inquiries, resolve issues and proact.
• Analyze customer feedback and data to identify trends and make recommendations for service improvements.

Responsibilities

• Prepare and submit regular reports that summarize findings in a concise, graphical, and actionable manner.
• Interpret data, analyze results using statistical techniques, and provide ongoing reports.
• Recommend actionable insights based on data analyzed to improve Customer Experience and expand service portfolio.
• Translate business objectives into research steps.
• Consistently exercise independent judgment and discretion in research matters.
• Develop and implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.
• Acquire data from primary or secondary data sources and maintain databases/data systems.
• Identify and implement customer satisfaction process improvement initiatives towards improving product delivery, service TAT, and driving customer loyalty through improved NPS
• Identify opportunities to leverage data analytics, automation, and AI for personalizing customer interactions and improving service quality.

Requirements

• Bachelor’s Degree in Mathematics, Statistics, Accounting, or a related field.
• Minimum of 3 years of professional work experience, out of which 2 years must have been spent in a similar role.
• Innovative mindset with a passion for delivering exceptional customer service.
• Proven ability to work independently and manage multiple priorities.
• Experience working in a fast-paced corporate environment is a plus.
• Cand do attitude and ability to think outside of the box

Must-Have Skills:

• Analytical skills - impressive understanding of Analytics and MS Excel, and has an understanding of the use of some Business Intelligence and Dashboard tools like Power BI, Tableau, and SQL.
• A team player, highly inquisitive, and analytical.
• Excellent communication skills
• Interpersonal Skills.
• Teamwork.
• Organizational and planning skills.

Nice to Have Skills:

• Time management.
• Maintaining quality standards.
• Innovative.
• People management.

Behavioral Attributes:

• Good relational skills.
• Ability to multitask.
• Detail oriented.
• Good judgment and decision skills.
• Ability to perform under pressure.

Compensation
Attractive

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Job Description

• Analyze and optimize the end-to-end customer journey, identifying pain points and opportunities for improvement.
• Collaborate with cross-functional teams to implement improvements, making the customer experience seamless and efficient.
• Establish and maintain consistent service standards across all customer touchpoints

Responsibilities

• Organize and moderate Customer journey mapping sessions with internal and external stakeholders to enable more efficient and effective customer interactions, understand customers better, and precipitate initiatives to address identified customer pain.
• Co-create new customer experiences with Internal and External stakeholders.
• Identify metrics to track and ensure those metrics are linked to business outcomes.
• Critically review customer profiles and ensure personalized services that result in positive business outcomes.
• Identify trends, research records, and invoices to ensure error-free services, and escalate variables promptly
• Develop and implement strategies to enhance customer loyalty and reduce churn.
• Monitor customer retention rates and implement strategies for improvement.
• Ensure that all customer interactions and processes adhere to good corporate governance, regulatory compliance, risk management, operational resilience, and data privacy requirements.
• Collaborate with IT, and other internal and external stakeholders, to develop and implement innovative solutions that enhance customer experiences.

Educational Qualifications / Certifications / Experience

• Bachelor's Degree in Business Administration / Accounting.
• 3+ years of experience in customer support or related roles.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills with a focus on team collaboration.
• Resourceful and reliable with the ability to problem-solve quickly and effectively.
• Innovative mindset with a passion for delivering exceptional customer service.
• Proven ability to work independently and manage multiple priorities.
• Experience working in a fast-paced corporate environment is a plus.
• Cand do attitude and ability to think outside of the box

Must-Have Skills:

• Analytical skills .
• Communication skills
• Interpersonal Skills.
• Teamwork.
• Organizational and planning skills.

Nice to Have Skills:

• Time management.
• Maintaining quality standards.
• Innovative.
• People management.

Behavioral Attributes:

• Good relational skills.
• Ability to multitask.
• Detail oriented.
• Good judgment and decision skills.
• Ability to perform under pressure.

Salary
Attractive