Specialist - German - Ocean DisputesConfidential • Mumbai

Specialist - German - Ocean Disputes

Confidential • Mumbai

24 days ago

Job description

Dispute Analysis & Resolution

Analyze customer disputes on invoiced bills based on allocated targets
Investigate upstream processes to gather data and understand shipment history related to the dispute
Evaluate cases to decide whether to accept, clarify, or reject the dispute
Collaborate with relevant coordinators for additional information when needed
Process amendments in core systems for approved disputes
Communicate dispute resolutions and updates clearly to customers

Root Cause Identification & Process Improvement

Record detailed root causes for disputes to support upstream process fixes

Work towards eliminating repeat disputes by addressing systemic issues

Customer Communication & Relationship Management

Maintain regular communication with customers to understand their requirements and ensure timely resolution

Use positive and professional language to foster strong customer relationships

Own customer issues and drive outcomes to achieve quick and effective dispute closure

Process Adherence & Continuous Improvement

Follow defined SOPs and processes meticulously to ensure error-free documentation and dispute handling

Adapt quickly to changes in processes and systems

Ensure First Time Handling Rate (FTHR) is above 70% and disputes are resolved within 24 hours

Candidate Requirements :

Minimum 3 years experience in customer service or client-facing roles

Bachelor's degree or equivalent

Fluency in German and English, with the ability to switch seamlessly between languages during customer interactions

Comfortable working European shift timings

Skills Required

Dispute Resolution, customer communication , Root Cause Analysis, Stakeholder Management

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