Job Purpose:
Serve customers by determining requirements, answering inquiries, resolving problems, escalation and follow-up with concerned departments; maintain accuracy in fulfilling customer requests and updating all relevant records.
Job Description:
- Deliver the best customer service by attending and resolving queries / issues.
- Escalate unresolved queries according to the set escalation path, and follow-up to assure timely resolution.
- Analyze the various parts of a problem properly and develop logical solutions
- Manage difficult customer situations with a positive and professional behavior, empathize and solicit feedback to improve service.
- Document and categorize all customer queries in the relevant system(s) to keep / share track of all status histories in all channels.
- follow up on registered cases / queries when necessary.
Required Criteria:
- Bachelors degree
- 3+ years experience preferably from shipping and logistics industry
- Good English Communication Skills
- Proficient in Microsoft Office
- Listening Skills
- Attention to Detail
- Problem Solving Skills
- Stress Management Skills