Customer Service Agent

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JOB TITLE:     CUSTOMER SERVICE AGENT

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 Our client,
a multinational logistics company which specializes in cargo logistics, port
terminal operations and maritime services is looking to bring onboard a Customer
Service Agent who will be responsible for effectively carrying out
order management activities and manage customer complaints in line with the
company policy and standard operating procedures.

o   Capture orders accurately according to the SOP with minimal errors
- 100% of all orders to be captured within 1 hour. 

o   Provide accurate order feedback/status response - Confirm order
receipt (for orders received via email). Immediately update customer on order
status and out-of-stock products included in orders.  

o  Pro-actively follow up and coordinate with all relevant
departments to ensure timely order fulfillment, address any delays or
discrepancies, and provide timely status updates as required.  

o   Communicate timely and clearly with customers/clients to enhance
satisfaction throughout the order lifecycle. 

o Tracking and reporting – Generate order reports and maintain
accurate trackers to maintain visibility across the order lifecycle.  

2.    Backorders Management;

 Update customers/clients promptly on stock availability and status
on backorders

o   Maintain an accurate record
of customer backorders in the system 

3.    Query Management:

o   Manage customer queries across multiple channels in a timely and
professional manner.

o   Manage and follow up on queries logged on CRM system to ensure
timely resolution and maintain high levels of customer satisfaction.

o   Weekly and Monthly CRM Reports tracking for both internal and
external clients

o   Maintain detailed and accurate records of all customer complaints
received on the complaints

4.    Customer/Client
Relationships;

o   Establish direct channel of contact external customers to develop
good working

o   relationships.

o   Interdepartmental collaboration to ensure seamless order
processing and query management.

o   Conduct customer visits and
carry out monthly check in calls to maintain strong relationships with
customers.

5.    KPI Adherence;

o   Compliance with contractual SLA requirements 

6.    Quality Assurance;

o   Adhere to customer service SOPs and all relevant SOPs. 

o   Adhere to all relevant company policies.

o   Filing customer service records. Filing to be done accurately and
on time per client/customer where applicable.

o   Maintain detailed records for audit and analysis.

7.     Reports

o   Generate, analyze and present/share reports, e.g., open orders
reports, Orders audit reports and Stock reports. Timely and Accurate reports to
be shared.

8.    Credit Notes Processing;

o   Process financial billing documents (Credit notes and Debit notes

9.    Maintenance of environmental
management system;

o   Participate in the implementation of departmental and site EMS
objectives.

Requirements

o   Bachelor’s Degree or Semi Qualified
accountant – CPA Part 11 4.2 Excellent communication Skills (Verbal &
Written) and customer service skills.  

o   Proficiency in SAP operating system and
proficiency in MS Office applications and Business

o   Excellent organizational and time
management skills.

o   Ability to pay attention to detail and
work within stipulated deadlines.

o   Friendly, Confident and should Observe
professionalism.

o   Problem-solving mindset with a focus on
customer satisfaction.

o   Ability to multitask and prioritize in
a fast-paced environment.

o Proven experience in customer service,
preferably in logistics, warehousing, or supply chain environment preferably pharmaceutical or consumer healthcare company.