Performance?management:Execute?processes?timely?with?focus?on??quality?as?per?the?SOPs?defined?and?guidelines?established.Wherever?required?perform?in-depth??analysis?aimed?at?improving?service?levels,?customer?satisfaction?and?quality??of?output?provided.Single?Point?of?contact:Being?the?focal?point?of?contact?in?the??team?for?resolving?any?operational?process,?system?issues?identified.Ensure?operational?process,?system?issues??sighted?are?resolved?within?defined?timeline?to?ensure?no/minimum?impact?to??customer/business.Where?required?engage?with?frontline??colleagues?in?CS?and?cross?functional?teams?within?GSCs?and?clusters,?LOCs?to??resolve?any?issues,?complaints?or?queries?reported?by?the?customer?timely.Knowledge?Management:Create?and?maintain?a?repository?with?a??log?of?all?process,?system?issues?received?along?with?workarounds?/?solutions??identified.?Use?this?as?one?of?the?knowledge?management?tools?within?the?team.Coach,?mentor?and?train?team?members?to??continuously?improve?their?skills?and?knowledge?levels.Continuous?Improvement:Improve?CS?processes,?CSS?score?by?identifying??opportunities?to?eliminate,?simplify?and?standardize.Customer?Experience?sensitization:Deliver?a?superior?and?best-in-class??Customer?Experience.Ensure?Customer?Experience?vision?of??‘Trust,?Cared?for?and?Pleased’?is?foremost?in?all?process?changes?initiated,??performance?reviews.Operational?activities?under?purview??though?not?limited?to?below:Dispute?handling,?pre-claims,?booking??exception?handling,?MDWS?clarification?resolution,?special?/?reefer?cargo??co-ordination,?monitoring?issue?resolution?tool,?email?exception?handling.Who?we?are?looking?forUnderstanding?of?the?shipment?life?cycle?and?roles?of?CS,??cross-functional?stakeholders.Customer?Service?background?involving?direct?interaction?with?external??customersCustomer?centric?mindset?with?focus?on?service?orientationStrong?problem??solving?and?analytical?skillsAbility?to?multi-task,?manage?challenging?deadlines?and??internal/external?customers/colleagues.?Effective??communication?skills?both?written?and?verbal.Expertise?in?key?ML?systems?such?as?GCSS,?RKEM,?MARS?and?MEPC.Change?management.