We are looking for candidates to serve as Customer Service Representatives specializing in Logistics Accounts. In this role, you will manage enterprise customer accounts, assist with shipment tracking, address customs and documentation concerns, and resolve invoice disputes. You'll be the key point of contact for our customers, ensuring seamless service while supporting internal teams to deliver exceptional customer experiences. If you're a highly motivated individual with strong communication skills, a knack for customer service, and experience in the logistics or BPO sectors, we want to hear from you! Join us to thrive in a dynamic, fast-paced environment and help drive customer satisfaction to higher levels.
Duties and Responsibilities
Account Management
- Role entails the person to manage accounts for Enterprise customers in a timely, professional manner via phone and emails.
- Responsible for communicating with customers, establishing and resolving customers concerns, and assisting in general customer service duties internally and externally related to their freight forwarders needs.
- Handling customer queries on tracking and tracing of shipments, shipment pick-ups, customs issues and documentation, lost and damaged shipments.
- Handling customer queries on invoice disputes that have been raised to the Billing Department
- Work directly with internal departments to ensure the best services to customers.
- Guiding customers through proper channels and processes to process requests for claims that have been raised to the Claims department
- Maintaining a high level of quality in the calls and emails being handled to ensure seamless customer service and customer experience.
- Managing customers accounts and liaising with customers for administrative purposes and when required, providing troubleshooting assistance for orders, account statuses and other problems.
- Performing data entry and status updates for internal sales executives.
Sales Support
- Conduct calls to schedule appointments and meetings for sales and customer acquisition via online tools. (Not hard selling)
- Prospect and find new business opportunities to call and schedule meetings with.
- Retention and winning back of dissatisfied customers.
- Maintaining organized and accessible notes and reports within the company's CRM using Freshdesk & Hubspot.
- Reporting of day-to-day activities and unusual activities to superiors.
Experience, Qualifications & Skills:
- Excellent English communication - both verbal and written.
- Needs to have a flair and experience of customer service skills in an Inbound BPO environment.
- Highly self-motivated individual.
- Experience required in Customer Service, Sales and Customer Retention.
- Needs to be highly organized when working using online tools and calendars to organize work schedules, meetings and tasks.
- Ability to multi-task while still being able to focus and remain organized with the work, meetings and conferences.
- Should have advanced knowledge on working with MS Office Suite including Excel, Word and Powerpoint Presentation.
- Should have knowledge and experience working on various online and virtual conference tools for meetings and conferences and also has knowledge in scheduling meetings through meeting invites and calendar requests.
- Experience in Logistics Account PREFERRED
- High School Graduate with minimum 2 years experience (1 year is fine if mainly revolved around logistics) experience in an International BPO (Preferably USA and Canada) or
- College Graduate with at least 1 year of experience in an International BPO (Preferably USA and Canada)
- Willing to work onsite
