Specialist - Portuguese - Ocean Disputes

ConfidentialMumbai

11 days ago

Job description

Key Responsibilities :

Dispute Investigation & Resolution

Analyze disputes received as per allocated targets to understand customer concerns
Research all upstream processes and shipment history to gather relevant data
Evaluate the case and determine if the dispute should be accepted, clarified, or rejected
Reach out to relevant internal coordinators to collect missing or supporting information

System & Process Handling

Process necessary amendments in core systems if the dispute is accepted

Ensure documentation and resolution are aligned with defined SOPs and process guidelines

Record the root cause of the dispute for future reference and analysis

Customer Communication & Engagement

Maintain timely and professional communication with customers throughout the resolution process

Use positive, clear language and demonstrate ownership of the customer's issue

Ensure timely closure of disputes and respond within SLA (e.g., within 24 hours)

Reporting & Improvement

Maintain accurate records of dispute resolution timelines and outcomes

Ensure no repeat disputes by addressing root causes effectively

Support continuous improvement by identifying gaps and recommending process changes

Qualifications & Required Skills :

Strong verbal and written communication skills, with the ability to use positive and professional language

Good comprehension and articulation, ensuring clarity in documentation and customer interactions

Customer-focused mindset, with a commitment to achieving high First Time Hit Rate (FTHR >

70%)

Problem-solving and analytical skills with the ability to make data-backed decisions

Detail-oriented, with high accuracy in documentation and process execution

Ability to understand and adapt to end-to-end processes and SOP changes

Experience in managing global stakeholder interactions is preferred

Ability to manage high volumes and maintain performance under pressure

Multilingual capabilities are a plus for region-specific support

Skills Required

Legal Research, Dispute Resolution, Negotiation Skills, Contract Drafting

Specialist • Mumbai