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Claims Recovery Coordinator


Posted on January 14, 2020

2 - 4 years Cairo - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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Escalation point for complex problem-solving issues related to claims and service failures.
• Interact with all levels of the regional and local customer service teams to identify any incidents that may result in a customer service exception.
• Work closely with customer service agents on individual service recovery issues and assist with development, implementation and follow up on action plan.
• Provide direction on service recovery action.
• Responsible for implementing the claims reporting structure as advised by the Centre.
• Ensure all IOP s on claims and insurance are implemented and followed
• Evaluate root cause of failure, log trends, and make recommendations on preventative measures.
• Ensure vendor/ customer are rebilled for service recovery expenses when applicable.
• Ensure we are meeting & monitoring agreed service levels, and identify root cause when targets are not being met.
• Provide weekly reports on the progress of any customer exceptions impacting service delivery.
• Understand key customer requirements and their products.
• Work closely with Head of Customer Service to establish action plans and assist on communicating those plans.
• Working closely with customer/claimants to review/process cargo claims, serving as liaison with claimant and global claims.
• Working closely with Sales team to assist customers as needed.


Desired Candidate Profile

Bachelor s Degree preferred with emphasis on International Business,
• Good understanding of logistics and supply chain management including the different products we offer.
• Must have excellent communication skills, shipping experience is a plus
• Excellent understanding of all aspects of the Problem Resolution process and systems that support that process.
• Strong stakeholder management
• An excellent understanding of all aspects of Transport, Export, Import and Documentation processes.
• Excellent written and verbal communication skills
• Ability to work with all levels of the organization
• Able to build positive relationships with customers and associated internal teams
• Strong analytical and attention-to-details skills
• Good negotiation and problem-solving skills
• Legal background or knowledge is a plus
• Good crisis management skill


Claims Recovery Coordinator


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