Training & Coaching
Monitor all CSR training needs upgrading, new program training and  soft skills training.
Provide ongoing group and individual coaching and provide manager  with a regular forecast of future needs for the CS team. 
Create tools, assessments and evaluation checklists to assess the progress of new CSRs 
Monitor call tracking software and proactively address any concerns or issues.
Quality Assurance 
Creates and maintains a quality assurance program that measures acceptable standards and includes call monitoring and processing.
Implement and maintain a regular call monitoring schedule. 
Escalations
Dealing with complex customer scenarios and escalations.
Identify areas to improve efficiencies, reduce repeat calls and provide feedback and coaching to the CSR’s to help minimize escalations.

Answer incoming calls and providing information to customer about the product/service.  
Monitoring fuel stations through CCTV for checking service standards leading to achieve monthly targets. 
Ensuring the maintenance and meeting of KPIs.

Provide quality and professional track and trace services to all parties, particularly customers. Aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service. Responsible for work processes that affect success of own role and have a moderate impact on the performance of the department. Track and trace shipments and investigate thoroughly undelivered, returned, delayed, lost, damaged and held shipments.Provide quality and professional track and trace services to all parties, particularly customers. Aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service. Responsible for work processes that affect success of own role and have a moderate impact on the performance of the department. Track and trace shipments and investigate thoroughly undelivered, returned, delayed, lost, damaged and held shipments.Skills: Problem Solving · Customer Loyalty · Teamwork · Conflict Resolution · Negotiation · Interpersonal Communication · Project Management

Handling irate customers, resolving their issues and gaining complete satisfaction. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Routing the queries of customer to the correct channel for prompt actions .

Maintaining day to day financial, accounting, administrative and personnel services in order to meet requirements and support service operations. Managing of all import function of the company From Pre shipment, Shipping and clearing from the ports. Manage customs documentation for clearing and forwarding. To follow up with approved clearing agent to ensure timely clearance. Coordinating with Port Authorities for various requirements connected the vessels handling at the ports.

To interact with walk in customer and provide information in response to inquiries about products and services and to handle and resolve complaints if any. 

Providing high level of customer services and client relations based on outstanding communication and interpersonal skills. Making Complain letters to customers on TCS letter head, according to their queries and cases. Developing, implementing and reviewing core responsibilities and tasks.

Interacted with customers extensively on calls to maintain customer satisfaction
Consistently provided excellent, informed customer service and maintained strong reliable work ethic .
Conducting and answering customer inquiries in a courteous and professional manner Tracking/Tracing the shipments.
Marking complaints to concern desks for shipments which are not delivered within Turnaround Time. Following the processes and procedures that the call center defines for handling calls