Job Title: Customer Service Executive
General Description
Customer Service Executive is responsible for ensuring that customers are satisfied at all times. Duties include answering customer calls & emails within the Service Level Agreement (SLA) with excellent quality. Must be a strong team player & ensure high levels of attendance & punctuality. Must ensure constant contributing towards improvement of the business by highlighting Voice of Customer (VOC) which is a process of requesting, gathering, and analysing customer feedback.
Duties/Responsibilities Towards Customers/Agents
1. Maintain service level at 9.5% for all incoming calls.
2. Ensure all customer emails are replied within 20 minutes.
3. Maintain quality of output an email replies and telephone calls.
4. Ensure follow-ups on all undelivered shipments, as per the SOP for undelivered shipment.
5. Escalate all customer complaints to CS Manager.
6. Ensure front desk is manned during office hours and ready to handle walk-in customers. The duties will be rotated amongst all CS Executives.
Duties/Responsibilities Related to Self & Personal Hygiene at Work
1, Ensure high attendance and punctuality of more than 95%.
2. Ensure leaves are well planned and approval sought 1 week in advance.
3. Ensure break schedule is adhered to as planned.
4. Ensure all allocated jobs/tasks are completed within the allotted time-line.
Duties/Responsibilities Towards Business
1. Update on customer feedback to Ops supervisor and CS Manager.
2. Monitor online unconfirmed bookings and resolve any that arise.
3. Make suggestions for process/business implements.
4. Make payment collection calls to local and international customers with overdue payments.
5. Make successful sales calls daily.
6. Sort the job sheets/movement charts on a daily basis and have them ready for reference upon Proof of Delivery (POD) requests.
7. Manage local customer billing for manual changes required, especially for special /urgent bookings as per SOP,
8. Prepare manual job sheets for some customers.
9. Encourage new customers to take up cashless payment options.
Adhoc Duties
1, Support Operations Department as and when required. Duties will be rotated amongst all CS Executives.
Education/Experience /Skills Requirements
1. Minimum 'O' Level
2, Minimum 1-year experience in Customer Service field (optional)
3, good written, Oral and face to face Communication skills
4. Analytical thinking
5. Able to handle difficult customers
6. Adhere to timeline always
7, Good listening skills
8. Strong team player
9, Reasonable knowledge of MS office
