Focal point for customer’s express and ecommerce shipping requests
Assist customers on status of their shipment, outstanding shipments or tracking.
Manage end to end shipment life cycle liaising with all internal and external stakeholders
Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
Takes and handles customer inquiries, e.g. Track and Trace
Responsible for all KPIs and SLAs agreed with allocated customers
Takes and registers all customer complaints
Drives solution of customer complaints by solving it directly or assigning tasks to other function
Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
Ensure seamless transaction liaising with Pricing and Billing teams
3-5 years’ experience in the Express or Ecommerce industry.
2-5 years’ experience of Customer Service preferably handling key business clients.
Good Express product knowledge.
Working knowledge of transportation management systems (TMS).
Ability to handle challenging situation in a composed manner.
Excellent English Verbal & Written skills.
Excellent knowledge in Microsoft offices.
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