Executive Helpdesk (Band 1A)
DP World Belgium
Karachi, Sindh, Pakistan
6d ago

LOCATION : QICT - Karachi

REPORTING TO : Incharge Help Desk

COMPANY : Qasim International Container Terminal (DP World)

RESPONSIBILITIES

  • Ensure shift head-count is available for running smooth operations. In case of shortage of staff due to leaves; make alternate arrangements to ensure operations are run smoothly.
  • Conduct and promote conduction of TBTs to allow active learning and coordination within the team and cross.
  • Ensure shift issues are handed over to upcoming shift staff with due diligence.
  • Ensure all exceptions are handled efficiently by keeping DP World’s interest on priority at all times.
  • Ensure to manage Shift related issues with due diligence and keep shift manager informed accordingly.
  • Ensure walk-in customers are being served efficiently by keeping strong command on all SOP’s.
  • Trouble shooting of all incidents reported pertaining to HelpDesk
  • Perform dynamic role by serving multiple tasks from Help Desk Counter like query, release, hold, SSR, EDI Tracking etc.,
  • Ensure emails are timely respond with comprehensive information.
  • Ensure complaints are minimized to zero defects by providing excellent customer experience.
  • Ensure daily vessel schedule is updated and shared with respective teams
  • Ensure timely submission of daily / hourly reports to the concern authorities.
  • Ensure efficient and effective usage of Customer Complain Form.
  • Prompt response on internal / External queries.
  • Ensure to receive, check and update Non WeBOC Shipping bills according to SOP and all non WeBOC units reconciliation completed on daily basis.
  • Receive customer’s requests for grounding and weighment / Scanning services.
  • Provide one stop solution to walk in customers
  • Ensure that customer’s queries must be handled immediately
  • In case of special hold request received from any legislative authorities, reporting officer must be informed immediately.
  • Adhere to health, safety and environment policy of Company.
  • Ensure that the Company health, safety & environment policy and procedures are observed and implemented.
  • Report any non-compliance of SOP(s)
  • EDUCATION & EXPERIENCE

  • Bachelor’s Degree
  • Minimum one year of terminal experience in similar position operating database software (EXPRESS / BURRAQ) & RTP software (ZODIAC) to perform SSR application function, Holds and Billable services correction function, WEBOC EDI understanding & management & Export Goods Declaration Update.
  • COMPETENCIES & SKILLS

  • Computer literacy with higher degree of expertise in MS office tools.
  • Excellent colloquial skills and ability to correspond (written and oral) with internal and external customers in fluent English.
  • Understanding of laws governing terminal operation, examination & help desk.
  • Ability to handle work under pressure and time constraints.
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