Global Ports group set to creating a common service call centre. The new project was developed by the Global Ports Commercial Department to ensure real-time customer service and better quality of services provided by the group terminals, Global Ports says in a press release.
Stage I of the project will involve four group companies – First Container Terminal Incorporated, Petrolesport JSC, Global Ports Management LLC and LLC ROLIS.
The new call centre will interact directly with the terminals’ operations departments. The new service is designed primarily to ensure direct and immediate communication between the customers and the group companies to address a broad range of issues arising during the company’s operations. In particular, the call centre staff will advise customers as to informational support and cargo document flow, IT services and implementation of new customer software, practical aspects of cargo handling and the terminals’ capabilities.
Among its other responsibilities, the call centre will analyse inquiries and then determine the relevant practical arrangements.
The test stage of the service started on 14 January. For questions regarding First Container Terminal Incorporated and Petrolesport the call centre will be available from 09:00 to 21:00 daily, Global Ports Management – from 08:00 to 17:00 Monday to Friday, Rolis – on a 24/7 basis. The common Service Centre phone number is +7 (812) 335-7777
Eventually, after the necessary fine tuning, the call centre will cover all Global Ports group companies.