INVOICING – import, export, detention & demurrage
1 To ensure that correct/accurate invoices are provided to customers and any issues are tackled/ resolved at generation of draft invoice.
2 Registering and resolving of invoice disputes received via mail, telephone or through any other source.
3 To seek clarifications from Fin Back office, CS or customer on any information necessary for accessing and finding a resolution.
4 To seek necessary approvals for invoice correction and dispute resolution.
5 To ensure that disputes are resolved within 2 hours.
6 To present Findings / Root cause reports to management team for focus on reduction of invoice errors.
7 Assist in overall improvement of invoice accuracy.
8 Follow up with Finance back office for resolution of invoicing issue.
CUSTOMER REFUND CHEQUES ISSUANCE
9 Responsible that customer cheques are processed and received timely and within the defined time period i.e. 3 days
10 Ensure that necessary documents, e.g. original refund application, original payment receipt and invoices, are submitted and verified before processing of refund cheque.
11 to make a copy of the receiving in rare cases when customer is unable to provide the same
12 Responsible to hand over refund cheque to correct customer after checking of required documents i.e original receiving and copy of NIC.
13 Process refund application in accordance with Refund Control Procedure.
14 Ensure that all necessary approval and has been received in accordance with authority matrix prior initiate of waiver request.
15 Timely process waiver request and follow up with approver for approval of request.
16 To ensure that customer has been timely informed about their waiver approval.
17 Assist customers in extracting invoices from Kiosks placed at customer counters area.
CUSTOMER CARE – Get Involved, Cared for, Trusted & Pleased.
18 To ensure that all Finance related counters operate non-stop 24/7, to facilitate customers for payments, refunds, invoices and waivers etc.
19 To monitor that no customer having a valid counter token leaves the premises without being attended to.
20 To ensure that our customer waiting time at counters are always on check, be it for refunds, invoices or payments.
21 To ensure that customer get an unmatched experience, rather than being sent back and forth, to act as a bridge between customers and back office staff.
22 Be the GO-TO MAN for customers for all Finance Counters related issues/ disputes.
23 Ensure to pick up telephone for all internal & external customers and timely response of mail queries. In case query is received in first half, same day reply is required and if it is received in second half, it should be responded by first half of next working day.
South Asia Pakistan Terminals (SAPT) is one of the largest deep sea container terminals in the region of South Asia & Middle East, situated at the estuary of the Keamari Groyne basin providing the most convenient access to ultra large container ships entering Karachi. South Asia Pakistan Terminals i ...Read More