Sr. Customer Service Executive
We are looking for an enthusiastic individual with solid experience in Customer Service to join our customer service team.
We Offer :
- In this role, you will gain industry knowledge, international experience, better communication skills and techniques relevant to customer service.
- This will equip you with the competencies required for customer-facing roles, deepen your potential and career development as well as contribute to you team's and organisation's success.
- This is an opportunity for graduates with customer service experience to grow and develop in an enriching environment while bringing their best skills and talents to the forefront.
Key Responsibilities :
- Build strong and lasting relationships with customers and provide second-to-none customer service.
- Take full responsibilities and end-to-end ownership of customer shipments and issues.
- Engage in constructive problem resolution and provide solutions.
- Act and communicate proactively and keep customers informed of any issues or changes in the booking.
- Address root causes and seek continuous improvements - constantly look for ways to improve work processes.
- Work independently and assist the team in realizing goals and standards - share knowledge and best practices.
- Take responsibility for the execution of shipment life-cycle process including cross functional coordination.
- Adhere to standardized processes and tasks without compromising customer experience.
Other key responsibilities :
- Act as first point of escalation for imports
- Take ownership of import vendor management
- Drive customer engagement programmes
- Focal for imports contact reduction project and drive process improvements with the back office support team
Who we are looking for :
We are looking for candidates with 5 + years of experience in Customer Service, preferably with shipping background.
- Bachelor/Master's Degree level.
- Previous experience in shipping/ logistics is highly preferred.
- An excellent team player.
- Able to work under pressure.
- Well organised, efficient and effective.
- Strong interpersonal and communication skills.
- Fluent in English (written and oral)
Ideal Candidate :
- The ideal candidate will be a person who has strong business, market and customer understanding with a passion to delight the customer through service.
- Is able to influence and persuade the customer and handle exception management.
- Has the ability to take ownership and work for early resolution and closure of customer issues.
- Works accurately with eye for detail and has empathy for the customer's situation.
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