Job Description:

Focal point for customer's express and ecommerce shipping requests

Assist customers on status of their shipment, outstanding shipments or tracking.

Manage end to end shipment life cycle liaising with all internal and external stakeholders

Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution

Takes and handles customer inquiries, e.g. Track and Trace

Responsible for all KPIs and SLAs agreed with allocated customers

Takes and registers all customer complaints

Drives solution of customer complaints by solving it directly or assigning tasks to other function

Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete

Ensure seamless transaction liaising with Pricing and Billing teams

Qualifications, Skills and Prior Work Experience:

3-5 years' experience in the Express or Ecommerce industry

2-5 years' experience of Customer Service preferably handling key business clients

Good Express product knowledge

Working knowledge of transportation management systems (TMS)

Ability to handle challenging situation in a composed manner

Excellent English Verbal & Written skills