Descripción y Requisitos
Temp headcount - Provide excellent service to our customers to help them solve problems.
Your Responsibilities Include
• Interact and manage customer’s inquiry or complaint over the phone and through email; this includes troubleshooting, answering questions, and analysis of reported issues.
• Responds to customer’s inquiries and/or complaints in a timely manner - research and analysis customer inquiry/complaint, identify problem, respond and trouble shooting.
• Identify and prioritize problem cases, and route cases to appropriate or designated resources for resolution and to follow up until case is fully resolved.
• Generate customer cases using service management tools.
• Log details of inquiry/complaint, its comments and actions taken for record keeping.
• Understand the specific customer and its trading partner relationship requirements - help users to complete transactions on the GT Nexus’s platform.
• Monitor transactions and proactively reaching out to customers to assist with completion of their tasks.
• Monitor payments and financial account activity for customers.
• Document supporting procedures and solutions for common problems.
• Communicate with various internal departments and our partners to ensure an integrated approach is delivered to resolve our client's problem.
• Provide training to clients on various systems and their functionalities.
• Ensure delivery of quality customer service. Elicits feedback from customers to monitor their satisfaction.
• Provide daily guidance and communication to junior team members so that high standard of customer services are provided in a timely, efficient, knowledgeable and professional manner.
• Any ad hoc projects.
Knowledge and Skills, You Bring to the Organization
• More than two years of customer service experience and/or operation experience in supporting a software application.
• Bachelor degree in any discipline.
• Working experience and knowledge in global supply chain such as Carrier, Logistics, Trade Operations, Trade Sales preferred.
• Help Desk experience a plus.
• Familiarity with accounting and LCs, banking and credit, import and export industries a plus.
• Ability to work in a time sensitive and diversify environment. A team player.
• Proven desire to update product knowledge and skill set where required.
• Strong Customer Orientation, Good Customer Service, Communication, Problem Solving and Analytical skills.
• Excellent Interpersonal and communication skills. Able to master business spoken and written English.
• Working knowledge of all Microsoft Office applications (Excel, Word, PowerPoint).