Assistant Manager Customer Care

COMPANY OVERVIEW:
The company is a leading multipurpose terminal operator managing port berths under a long-term concession with the Karachi Port Trust (KPT). It plays a critical role in facilitating Pakistans maritime trade by delivering efficient reliable and technology-driven terminal operations. With a strong focus on trade facilitation.

Location: East-Wharf Port (Keamari Port) Karachi (On-Site)

JOB PURPOSE:

Manage coordinate and monitor all Billing functions of Customer Care to ensure operational efficiency overseeing billing activities for customers implementing robust monitoring systems ensuring timely system updates and liaising with shifts and peer departments for seamless collaboration.

KEY RESPONSIBILITIES

• Manage all billing activities for Container and Multipurpose operations to ensure accurate timely and complete customer billing per SOP including timely issuance of pro-forma invoices and real-time recording of billing and collections.
• Ensure timely update of tariff rates exchange rates and other master data in the billing systems to safeguard billing accuracy.
• Oversee collection functions to ensure uninterrupted operations; implement monitoring to prevent identify and report irregularities and deficiencies.
• Ensure customer waiver and refund requests are promptly received verified processed and coordinated per SOP.
• Ensure timely reporting comparative analysis and statistical data on billing and associated services on a monthly basis.
• Coordinate with the Helpdesk and peer departments; uphold professionalism integrity and confidentiality; and maintain compliance with legal regulatory and organisational standards.

PEOPLE MANAGEMENT & COMPLIANCE:
Lead train and mentor staff; ensure administration discipline and consistent performance; ensure QHSE compliance; and promote a culture of team motivation and engagement.

QUALIFICATIONS & EXPERIENCE:
Education: Min. 16 years of education preferably in Finance Accounts or Economics. Physical and mental fitness per QHSE standards. Available to work shifts including nights weekends and public holidays.

Experience: 3 years (Masters) or 5 years (Graduate) of billing experience in a large-scale organisation.

Language: Proficient in reading and writing English.

COMPETENCIES:
Leadership: Customer Focus Mental Agility Drive Performance Adaptability Courage Inspire.

Technical: Proficiency in the billing process reporting and reconciliation; good knowledge of applicable billing laws and regulations; excellent knowledge of any billing & collection system; able to operate a computer MS Office and email.