Responsibilities:
1. Responding to Inquiries
- Answering customer inquiries via phone, email, or chat promptly and professionally.
- Providing information about products, services, and company policies.
- Assisting customers with order placement, tracking, and cancellations.
- Providing updates on shipment status, and resolving shipping-related issues or concerns promptly.
2. Handling Complaints and Issues
- Addressing and resolving customer complaints or issues in a timely and effective manner.
- Escalating complex issues to supervisors or relevant departments for resolution.
- Offering solutions, refunds, or replacements as per company policies.
3. Providing Support and Assistance
- Assisting customers with technical problems or difficulties using products/services.
- Offering after-sales support, troubleshooting, and guidance.
- Providing guidance on product usage, maintenance, or installation.
4. Maintaining Customer Records
- Recording and updating customer information, interactions, and transactions in databases or
CRM systems.
- Keeping detailed and accurate records of customer inquiries and resolutions.
- Managing shipping documentation, including preparing bills of lading, certificates of origin and
other required paperwork. Ensuring compliance with international shipping regulations and trade
laws.
5. Coordinating Shipments
- Facilitating the arrangement of shipments, coordinating with carriers, freight forwarders, and
logistics companies to ensure timely and cost-effective transportation of goods.
6. Offering Professional Service
- Demonstrating professionalism, empathy, and patience in all interactions with customers.
- Upholding company values and maintaining a positive company image.
7. Collaborating with Other Departments
- Liaising with other departments to resolve complex customer issues or inquiries.
- Communicating customer feedback or recurring issues to relevant departments for improvement.
8. Continuous Learning and Improvement
- Staying updated on product knowledge, company policies, and industry trends.
- Participating in training sessions to improve customer service skills.
- Seeking feedback and actively working on self-improvement.
Requirements:
- Diploma in Business, Sales or Marketing, or a related field.
- Knowledge of logistics, automotive and industrial sectors, and marine industries.
- Excellent communicaton and interpersonal skills.
- Problem-solving abilities.
- Ability to work independently and as part of a team.
