Customer Service Staff
4 weeks ago
**Mô tả công việc**:
(Mức lương: Thỏa thuận)
- Sales Support
- Taking care of all back-office tasks related to customer or agent inquiries instead of sales team (answer questions; concerns, complaints, rate inquiries ) consult with sales manager or dedicated sales or BM for some exceptional cases before responding to customers/agents
- Taking care of all inquiries from existing customers/businesses, lanes (answer questions; concerns, complaints, rate inquiries ) consult with sales manager or dedicated sales or BM for the proposals before responding to customers.
- Making service contract with customers (final responsibility belongs to sales).
- Monitoring AR with customers (final responsibility belongs to sales)
- Operation monitoring
- Creating SOPs for the service based on customers’ agreements and requirements.
- Creating a common S/I for each transportation mode or service.
- Instruct operation team following customer’s request
- Remind operation team to update shipment status, booking status. (in case operation team does not respond in a timely manner) Final responsibilities belong to operation sides
- Make a booking management (Consolidation) sheet in order for Booking and Operation team to follow.
- Monitoring buying rate for RFQ in collaboration with procurement team/operation team (inputter will be procurement and operation team)
- Others
- Send booking confirmation/shipment status/tracking report to customers
- Handle and resolve customer complaints
- Obtain and evaluate all relevant information to handle product and service inquiries
- Perform customer verifications
- Manage customers' accounts
- Keep records of customer interactions and transactions
- Record details of inquiries, comments, and complaints
- Maintain customer databases
- Customer Satisfaction Survey
- Conduct regular customer satisfaction survey
- Reporting
- Make regular reports related to service quality to management or sales team
**Extra tasks may be given depending on specifics of customers
**Chức vụ**: Nhân Viên/Chuyên Viên
**Hình thức làm việc**: Toàn thời gian
**Quyền lợi được hưởng**:
Salary and bonus: competitive, 14-16 month/ year
Regular training activities
Private health insurance, Accident Insurance, Social Insurance
**Yêu cầu bằng cấp (tối thiểu)**: Đại Học
**Yêu cầu công việc**:
- Education degree (such as college, or university)
- Tertiary qualifications with relevant work experience or knowledge of forwarding, logistics industry processes, and practices.
- Knowledge of KWE’s products and services.
- Experience using systems for bookings, documentation, shipping document insurance, and intranet.
- Experience with all aspects of operation procedures.
- Good at MS Office (Word, Excel, PowerPoint.)
- Intermediate English skill (4 skills), additional language should be an advantage
- Being able to work under high pressure.
- Interpersonal skills
- Communication skills
- verbal and written
- Listening skills
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Data collection and ordering
- Customer service orientation
- Adaptability
- Initiative
- Stress tolerance
**Yêu cầu giới tính**: Nam/Nữ
**Ngành nghề**: Giao Nhận Hàng,Kho Vận,Xuất Nhập Khẩu
Đại Học
Không yêu cầu
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