· Serves as the first point of contact for all our customers and consistently deliver professional support and service.
· Manage incoming orders, calls and e-mails, including making changes to orders.
· Manage all incoming cases, prioritize importance, and distribute cases to second line support as required.
· Maintain adequate knowledge of systems and application software used to provide a high-level support to customers.
· Maintain and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures.
· Provide accurate, valid, and complete information by using the right methods/tools with regards to our systems and troubleshooting for our products.
· Handle complaints by documenting all the necessary details, provide appropriate solutions and alternatives within the time limits; refer unresolved customer grievances to designated departments for further investigation.
· Involved in airway bill generation, packing list and declaration forms submission.
· Follow communication procedures, processes, guidelines (e.g., exceptions, invoicing) and policies
· Other duties as assigned by the Team leader and/or responsible manager
Requirements
· Proven customer service experience
· Experience with and knowledge of 3PL/4PL service providers (including shipping, trucking, rail, and air) Operational and/or Logistics background is advantageous
· Familiarity with CRM systems and practices
Interested candidates please send in your resume to:
Topaz Liang Huimin (CEI No. R1104500), email to: [email protected]
EA License No: 99C4599
