Ocean Dispute Resolution Specialist - SAU/PAK/UAE

Overview

Resolve customer disputes on invoiced billing, and identify and fix the root cause in the upstream process.

What you'll do

• Analyse disputes received against the allocated target and understand what the customer is disputing.
• Look up all upstream processes to fetch data and understand the history of the shipment.
• Analyse the case and decide whether to accept, clarify or reject it.
• Reach out to relevant coordinators for more information where required.
• Process the amendment in core systems for accepted disputes.
• Communicate the outcome to the customer.
• Record the complete root cause of each dispute.

What you'll need

• Good communication skills and the ability to use positive language.
• Good comprehension and written communication.
• Customer focus and ownership of the customer.
• Ability to understand customer requirements and focus on customer outcomes.
• Attitude to go across defined job boundaries for customer resolution.
• High achievement orientation and drive to ensure closure.
• Superior stakeholder management.
• Problem solving, analytical and data skills, with data-backed decision making.
• Professional standard in grammar and thought articulation, including language capabilities.
• Ability to understand end-to-end processes.
• Adherence to process and SOPs, with attention to detail and error-free documentation.
• Ability to adapt to changes in process (SOP) and systems.
• Language capabilities to cater to specific countries.

Nice to have

• Experience in direct stakeholder interactions (global), preferably.

Details

• Location: Airoli, India.
• Targets: manage disputes within 24 hours; first-time-hit-rate should be above 70%; no repeat disputes.