LCL Operations Agent

Responsibilities

• Ensure IOP, SOP and KPI are strictly complied with, and all operations are handled cost‑effectively.
• Execute process efficiencies, improve complaint resolution timeliness, challenge business rules/limitations, and improve end‑to‑end service delivery to customers.
• Suggest alternate viable solutions and actively resolve customer complaints within the stipulated timeframe.
• Ensure alternatives align with rules, regulations and local policies.
• Keep the cost of non‑conformance to the minimum by providing alternate solutions and converting demanding situations into pleasant experiences.
• Collaborate with customers, Procurement and LCL Product teams.
• Understand customers’ real needs, handle expectations and ensure professional customer service level.
• Handle system updates and customer requests in accordance with defined processes.
• Ensure all relevant revenue and cost are timely updated i...