Senior Customer Service Executive | Brooge Petroleum & Gas Investment Company FZE
November 2022 – Current role (remote)
Fujairah, United Arab Emirates
Duties & responsibilities included but were not limited to:
- Oversee, communicate, lead, guide and support customer service officers in the planning and execution of customer orders and operational activities.
- Communicating with internal and external stakeholders and generating an efficient daily operations plan. Establish effective communication with Operations Supervisors for all operational activities.
- Responsible for planning and entering customer orders in the BPGIC IT systems and the correct execution of operations.
- Ensure that product storage, quality and quantities are in line with all quality control procedures and specifications; and all other HSSE Policy procedures, while analysing and mitigating risk exposure.
- Formulate customer invoices in line with operational activities and commercial contractual agreements. Conduct month end reconciliation process in collaboration with customer service officers and operations teams, and report results with customers, operations manager, finance, and commercial teams.
- Prepare and coordinate weekly, monthly, and annual reports to all stakeholders such as finance, commercial, port authority and Fujairah Oil Investment Zone.
- Develop and maintain operational procedures and work instructions for the logistics and supply chain management process and the handling of various petrochemical products.
- Identify and implement ways of continuous improvement to ensure efficiency and timeous service delivery.
Technical Customer Service Specialist | Amazon Web Services
March 2022 – October 2022
Cape Town, South Africa
Duties & responsibilities included but were not limited to:
- Acting as a first-line support and customer-facing voice for the Enterprise customers, addressing complex account and billing issues.
- Performing deep dive analysis on Enterprise customers accounts and billing statements.
- Driving projects that improve customer interactions with AWS account and billing information.
- Gathering and analysing customer data and trends to measure Key Performance Indicators (KPI’s) to identify areas of improvement and opportunities for upselling.
- Actively seeking solutions to customer needs, communicating trends to leadership,
and suggesting innovative solutions on behalf of the customer experience.
- Engaging Enterprise customers, providing education and training, support and analysis.
- Working with AWS Teams to drive resolution of issues for customers
- Identify and implement ways of continuous improvement to ensure efficiency and timeous service delivery.
Reasons for leaving: Contract employment.
Global Operations and Systems Support | VTTI B.V
September 2018 – March 2022
Rotterdam, Netherlands
Duties & responsibilities included but were not limited to:
- Acting as a first-line support and point of contact for the Service Delivery team.
- Providing operational, ERP and application systems support to internal and external customers to meet SLA agreements.
- Act as an advisor and support to operations and systems for vessel and pipeline handling and road freight to all terminals across the globe
- Managing the JIRA Service desk, monitoring and responding to service requests and delegating tasks to various teams
- Analysing, troubleshooting, and solving customer requests and processing escalations to second- and third-line support teams
- Perform incident management and facilitating change requests and related deployments.
- Identify and implement ways of continuous improvement to ensure efficiency and timeous service delivery.
Reasons for leaving: Relocation back to South Africa.
Customer Services Representative | Burgan Cape Terminals (Pty) Ltd
April 2016 – August 2019
Port of Cape Town, South Africa
Duties & responsibilities included but were not limited to:
- Coordinating and overseeing customer service activities and fulfilling customer order to cash process and operations strategy, using various ERP systems such as Toptech Management Services (TMS)
- Acting as a central point of contact for internal and external stakeholders and third parties
- Responsible for the order to cash process of sea vessels and barges, road transport, and pipeline handling.
- Developing and maintain excellent customer and stakeholder relationships.
- Executing customer requirements, providing operational and logistical solutions, translating them to cross-functional teams such as HSE and operations teams to ensure safe, efficient, and timeous execution.
- Coordinating and managing the onboarding of new customers, transporters and third parties by conducting systems and driver induction and training to ensure compliance.
- Preparing invoices and monthly reports for customers and stakeholders such as internal finance, commercial, Health & Safety departments, the group’s head office, National Energy Regulator (NERSA) and Transnet National Port Authority (TNPA).
- Conduct regular stakeholder and customer progress meetings to track service delivery, identify areas of improvement and maximise customer engagement.
- Formulating departmental standard operations procedures and policies
Reasons for leaving: Promotion to Global Operations and Systems Support role.
Business Relations Specialist | Sprout Fuels (Pty) Ltd
April 2015 – March 2016
East London, South Africa
Duties and responsibilities included but were not limited to:
- Generating new business opportunities to the company.
- Strategic communications, networking, and consulting with stakeholders.
- Responsible for internal and external marketing and sales.
- Researching latest industry products, regulations, and opportunities
- Establishing, building, and maintaining new and old relationships with stakeholders.
- Writing reports and proposals and delivering presentations.
Project planning, coordination, and management.
