Bassem Gaafar

Experience

• 

  COSCO SHIPPING Lines (Egypt)

  Aug 2012 - Jan 2017

  Senior Customer Service Representative
• 

  United Arab Shipping Company Ltd.

  Feb 2017 - Jul 2017

  Senior Customer Service Representative
• 

  Hapag-Lloyd AG

  Jul 2017 - now

  Customer Service Manager

  Qualifications & Responsibilities:* Responsible for the daily operation of my team to deliver quality service to our customers.* Understanding and supporting customers and colleagues with issues that faced during the day. And listen for others’ opinions to help me actin a diplomatic manner which enables us to relate and build constructive relationships.* Handling all day-to-day correspondences received from business partners and replying within timeframe.* Identifying opportunities to develop on myself and my team as well.* First escalation point to solve or coach the team member.* Addressing root cause and seeking for continuous improvement.* Following up with top customers and provide a continues support.* Leading the team members to maintain the performance for achieving outstanding KPI's. Show less