Customer Service & Operations Executive – SUBANG JAYA
POSITION SUMMARY:
This role is responsible for providing superior client experiences and solutions to all World Courier customers to ensure their needs and expectations are met and exceeded, and that the reputation of the Company is enhanced during each engagement. Key accountabilities include to; process client bookings over the phone, ensuring all relevant information is collected and entered into World/Bio Star in a timely and accurate manner. Manage and resolve routine client issues and complaints in a friendly and professional manner, ensuring clients are satisfied with resolutions provided.
PRIMARY DUTIES AND RESPONSIBILITIES:
Customer Service & Operations:
- Monitor and tracking of inbound and outbound shipments using World Courier’s systems
- Answer telephone calls and provide information / assistance as required
- Identify customer’s transport needs / requirements
- Advise client, shippers on estimated pick up and delivery timings
- Liaise with Agent / service provider to arrange suitable pick up and delivery times
- Responsible for Service Recovery from internal process investigation to client management
- To provide support to BD from service perspective
- Responsible for regular and adhoc reporting needs for CS and Ops
- Responsible for site visit for service set up and maintenance
- Prepares quotations for customers and prospects
- Any additional tasks as required
- To ensure company processed and quality standards are adhered to avoid service incidents
REPORTS DIRECTLY TO:
- Operations Manager
- National Business Development Manager
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- Minimum secondary education level with a pass in English
- Preferred tertiary, diploma education and above
- An understanding of Imports and Exports processes and statutory requirements.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
- Service and customer orientated
- Ability to work in a fast-paced environment
- Excellent communication, verbal and written English
- 3 years customer service experience.