Qualification : Graduate / Post Graduate

Skills Required:

Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Familiarity with CRM systems and practices

Job Description:

Identify and assess customers needs to achieve satisfaction
Build sustainable relationships and trust with customer / client accounts through open and interactive communication
Responsible to do end to end coordination with high end clients
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documentsFollow communication procedures, guidelines and policies
Take the extra mile to engage customers
Develop project, logistics plan and procedures
Provide shipping duration for the planned modes of transportationRoute and arrange transportation of shipments
Develop project logistics estimate coordinate transportation for normal loads, special oversized loads, hazardous and complex international shipments by all modes of transportation
Evaluate traffic related proposals such as inland carriers, freight forwarders, export packers, charter shipments, ocean, air, freight rate agreements and custom brokers
Perform expediting and / or tracing activities with carriers, packers, and shipping agents
Support purchasing with carrier related insurance claims for overage, lost or damaged cargo
Proven customer support experience or experience as a client service representativeTrack record of over-achieving quota

Customer Service Manager

Job Description