Summary of the Position
Reports to Customer Service Team Leader, the position is responsible for providing support throughout pre & post Sales, to ensure flawless execution of order processing, trace resolution & escalation/exception/complaint handling, service level agreement & internal processes.
Duties & Responsibilities
• Trace Handling: manages shipment tracking and trace requests from customer on timely manner.
• Escalation/Exception-Handling: Handles customer escalations from customers on a timely manner.
• Complaint-Handling: Handles and addresses complaints end-to-end; Acts as escalation point for customers and other parties within the team.
• Solution Provision: Able to provide timely solution to cases/exceptions, proper follow up and follow through end-to-end.
• Service Recovery: Able to provide service recovery as deemed appropriate, with the necessary investigations done & wisely executes empowerment with proper justifications and based on set processes.
• Manages and investigates customer claims, and assesses if claim is approved or denied, where claims are not handled by insurer/3rd party administrator.
• Manages any ad hoc/regular reports supporting SME or KAM customers.
• Stays informed on shipment and exception status for allocated KAM customers.
• Proactively informs customer on shipment status and exceptions.
• Passes Sales leads or any potential business opportunities to Sales Team.
Requirements
• Minimum GCE 'O’ Levels or Diploma.
• Working Experience & Knowledge / Technical Skills Preferred
• Minimum 2 years of customer service work experience
• Experience in Express Distribution or Supply Chain Logistics industry is preferred.
Working Hours
5.5 days work Week
