The role holder is responsible for executing the section activities to provide quality service with maximum customer satisfaction, for the customers of ASMO. The role holder is responsible for tracking, resolving and following-up on customers’ complaints and ensuring escalations to the right departments in ASMO.

Key Responsibilities/ Accountabilities

Develop and implement contact center plans aligned with business strategy and customer service objectives.

Manage inbound and outbound communications (calls, emails, chats) to address inquiries, orders, service requests, and complaints.

Act as the primary Control Tower contact, directing communications from carriers, customers, and operational teams to the appropriate stakeholders.

Achieve defined sales, service, and customer satisfaction targets while maintaining high service quality.

Resolve customer queries efficiently by clarifying issues and providing timely solutions.

Maintain up-to-date knowledge of company products, services, and operational processes.

Collect and analyze customer information to respond accurately to service-related inquiries.

Identify customer needs and escalate service or technical requirements to relevant departments.

Support the development and administration of contact center processes, systems, and workflows.

Apply standard organizational procedures consistently in day-to-day contact center operations.

Provide guidance, support, and training to less experienced team members when required.

Assist Finance by verifying invoices and supporting customer payment coordination.

Contribute to the identification of opportunities for the continuous improvement of systems, processes and practices to increase productivity and operational efficiency.

Implement all relevant Department’s policies, processes, procedures, and instructions so that work is carried out in a controlled and consistent manner.

Contribute to the preparation of timely and accurate reports to meet departmental requirements, policies and standards.

Knowledge & Experience

Bachelor's degree in Supply Chain Management, Accounting, or a related field (Required)

Demonstrated proficiency in oral and written English

5 years’ experience in similar or related field.

Experience In Supply Chain / Logistics Preferred

Deadline is one month from posting