2023 - SPICTL LAUNCH CUSTOMER SERVICE DESK (JIRA)

 

SPICTL ADVISORY

 

Official South Pacific International Container Terminal Partner Advisory

28/02/2023

TERMINAL ADVISORY 2023

Dear Valued SPICTL Port Users,


ICTSI South Pacific is committed to providing a best-in-class customer experience and facilitating more accessible and faster engagement between Port Users and SPICTL. This informs you of SPICTL’s Customer Service Desk (JIRA) launching on March 1st, 2023.


Customer Service Desk (JIRA) will be the first well-established Customer Service Desk in the terminal operations business in PNG.
We are supported by modern and user-friendly IT case-handling software (JIRA).


For inquiries/requests/issues regarding topics/matters mentioned in Guide for Customers (below), Port users can now redirect emails to customerservice@ictsi.atlassian.net


SPICTL Operations Department will handle all inquiries by Shipping lines regarding day-to-day Marine Operations, per the usual process/channels.


SPICTL Billing Department will handle all requests for Invoices and Gate Pass, per the usual process/channels.

 

 

PROCESS FLOW

 

STEP 1. Port User inquires and sends an email to the Customer Service Desk, 

customerservice@ictsi.atlassian.net.

 

Shipping Line (Operations) inquiries will be handled as per the usual process.
Also, straight Billing requests will be handled as per the usual process.


Inquiries/requests/issues that can be coursed through the Customer Service Desk (CSD) are below:


 Other Billing Inquiries and Wrong Invoicing
 Handling complaints like short-landed, short-shipped, over-shipped, over-landed
 Discount and Waiver requests
 Claims and Complaints
 Cargo Damage
 Gate Delays and OT requests
 CEF Transfers (MIT)
 Physical Inspection Request (SPICT)
 Deliveries/Receival (Import and Export)
 Berthing Map update
 Terminal visit or entry pass
 Long – Stay units.
 Consignment Stacking and Delivery Coordination

 

Step 2. TICKET IS ISSUED

WITH REFERENCE NUMBER

 

Step 3. CSD will review, escalate, and resolve the
issue internally.
Then, communicates back to customer for
resolution.

 

Step 4. TICKET CLOSED
Customer will receive a
ticket-closing email

 

 

Best Regards,

 

SPICTL Management