JOB SUMMARY
As a Customer Service Representative in a logistics company, you will play a crucial role in ensuring customer satisfaction and smooth operations. You will be responsible for handling inquiries, resolving issues, and providing exceptional service to clients. This position requires excellent communication skills, attention to details, and the ability to coordinate effectively with various internal departments to meet customer needs.
KEY RESPONSIBILITIES
Customer Communication:
- Interact with customers via phone, email and other communication channels
- Address inquiries, provide information and assist customers with order tracking and status updates
- Resolve customer complaints and issues in a timely and professional manner
- Collaborate with the operations teams to ensure accurate and timely order processing
- Coordinate with warehouse and transportation teams to track shipments and provide customers with real-time updates
- Manage and update customer profiles and order information in the company’s database
- Investigate and resolve customer issues related to shipments, delays, damages and other logistics concerns
- Work closely with internal departments to address and correct any service failures promptly
- Prepare and maintain accurate records of customer interactions, transactions and complaints
- Ensure that all necessary documentation is complete and accurate for each customer order
- Collaborate with logistics, warehouse and transportation teams to optimize processes and improve overall customer satisfaction
- Communicate customer feedback and concerns to relevant departments for continuous improvement
- Provide customers with information about logistics processes, services and solutions
- Educate customers on any changes in procedures or policies that may impact their shipments
- Meet and exceed established key performance indicators (KPIs) related to customer satisfaction, response time, and issue resolution
- Participate in training sessions to stay updated on industry trends, company policies, and new technologies
- Contribute ideas and suggestions for improving customer service processes and overall efficiency
QUALIFICATIONS
- Experience: 3 to 5 years of customer service experience
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.