Infor

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).