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.

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 2 years of customer service work experience
• Experience in Express Distribution or Supply Chain Logistics industry is preferred.