Customer Service Advisor Frontline

Job Description

Customer Service Advisor Frontline

ROLE PROFILE:

• Incumbent will be assigned as first caller and will have to make calls of everyday as assigned on the                                                                                                                   

• Accept and register bookings services                                                                                                                

• Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g. Sales Leads, shipment insurance) during interaction with customer)                                             

• Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices                                                                                                     

• Enhance service experience by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands                                                                                                 

• Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries                                                                                                               

• Highlight areas for improvement with suggested solutions to improve procedures, technology and service to positively enhance customer’s experience                                                                     

• Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers                                                          

• Assist in other areas as and when required by the CS supervisors or CS Managers.                                          

• Accountabilities of the CS Advisor is not limited to those above and may be increased or decreased as required by the management which will be communicated as and when required.

QUALIFICATION:

·        Education: Bachelor's degree in related field

·        Experience: At least one year’s experience in Customer service or related field

The main requirements for the Customer Service Advisor role include:

·  Being a resident of the city to minimize extended leaves for hometown visits.

·   having flexibility to work on public holidays to handle increased call volumes during peak times.

·  Additionally, it is expected that the advisor can be contacted during their scheduled leave in case there is a need to cover for a sick or emergency involving other team members.

·   Excellent Communication Skills: Being able to communicate clearly and effectively with customers, colleagues, and other stakeholders to ensure smooth operations and customer satisfaction.

·  Resilience and Stress Management: Being able to handle high-pressure situations and remain calm under stress, especially when dealing with a higher workload due to absent teammates and while dealing with difficult customers.

·  it is crucial to possess rapid learning abilities and a strong memory. Given the extensive learning opportunities in the logistics field, including customs information, staying up-to-date and providing accurate information are essential aspects of the role.