Job 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.
Job Requirement
- Minimum 2 years of customer service work experience (Fresh graduates from reputable institutions can be
considered).
- Experience in Express Distribution or Supply Chain Logistics industry is preferred.
- Good command in written and spoken English; Bilingual is a plus.
- Proficiency in MS office: Word, Excel, PowerPoint and Visio, Chinese word processing is a plus
