Description
About the job
Administer the collection and entry process of 400+ monthly orders from clients via daily calls.
Responsibilities
Ensure all requirements of client's trips entered into the order entry systems are accurate i.e client, location, time of order, rates etc
Work closely with existing and new businesses to ensure customer satisfaction.
Source, Follow-up and share daily trip updates from Partner Support Executive & Logistics Analyst and share with customers via all communication channel (Phone Call, Email, WhatsApp)
Consistent update of customer feedback and information, and share weekly, bi monthly updates.
Escalate and resolve all service problems by clarifying the customers complaint, determine the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction and adjustment and following up to ensure resolution.
Support with time management of order processing via strong partnership with Operations team.
Propose solutions to management on recurring issues collated from customers and analyze customer needs.
Qualifications
BSc. Mass Communication
Minimum of 3 years of experience as a Customer Support, Customer Service, Customer care executive
Proven customer support experience
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiar with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multitask, prioritize and manage time effectively
Listening skills
Being proactive
Innovative, evolving methodologies for efficient service delivery
Problem-solving skills
Must be people oriented
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