Customer Service Agent

Job Purpose

As Customer Service Agent, you’ll play a vital role in our success, you’ll proactively identify issues, mitigating them and achieve best-in-class Customer Experience.

A Customer Service Agent owns and manages the customer experience, has responsibility for end-to- end follow up in shipments in compliance with relevant company procedures and agreements with customer and facilitates their timely and effective issue resolution.

As a Customer Service Agent, you will be the primary point of contact for an assigned portfolio of customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

Key Responsibilities

• Deliver a best-in-class Customer Service experience. Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Act as the first point of contact for customers’ needs though an occasional participation in a Call Center, recurrent access to mobile phone and internal CRM system.
• Focal contact point between origins/destinations.
• Exception issue handling & resolutions, a high level of ownership is expected
• Lead root cause analysis
• Responds to al customers’ enquiries honouring our SLA
• Connect with proper stakeholders to allow operation is as smooth as possible.
• Ensure all activities are conducted in compliance with customer SOP.
• Be fully responsible for customer satisfaction with quarterly evaluations to get direct customers’ feedback.
• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.