We are seeking passionate and dedicated Customer Service Representatives!
We are excited to offer openings within our Logistics Customer Services team. The role offers a unique set of responsibilities; all focused on delivering exceptional customer service and ensuring smooth operations. Play a key role in ensuring customer satisfaction by resolving product-related issues, answering inquiries, and delivering a seamless user experience. Acting as the link between customers and our development and technical support teams, you will ensure continuous product improvement based on feedback.
Key Responsibilities:
- Customer Support: Respond promptly and effectively via email, phone, chat, and ticketing systems (Freshdesk) to customer inquiries and issues.
- Technical Troubleshooting: Assist customers in resolving technical issues by providing step-by-step guidance and troubleshooting support.
- Product Expertise: Maintain a deep understanding of the features, updates, and functionalities of the client's system to provide the best possible customer service.
- Knowledge Based Management: Create and update FAQs, user guides, and articles to empower customers to resolve common issues independently.
- Escalation and Issue Resolution: Escalate unresolved or complex issues to the development and management teams while keeping the customer informed throughout the process.
- Feedback Loop: Collect and document user feedback and feature requests, relaying them to the product development team for improvements.
- Collaboration with Tech Support: Work closely with the technical support team to ensure that customer issues are resolved efficiently and thoroughly.
- Ticket Management: Utilize Freshdesk to categorize, prioritize, and monitor the status of support tickets, ensuring timely resolution.
- Reporting and Analysis: Generate reports to track KPIs such as ticket resolution rates and response times and identify areas for improvement in support processes.
- Process Improvement: Actively contribute to improving ticket resolution processes, sharing insights from customer interactions with the broader support team.
- Developer Collaboration: Collaborate with developers to resolve technical tickets and provide comprehensive documentation of customer issues.
- Customer Satisfaction: Share user guides, articles, and resources to assist customers in troubleshooting independently and encourage feedback through surveys and reviews.
- Continuous Improvement: Analyze customer feedback and propose product enhancements to improve user experience and overall satisfaction.
Qualifications
- Education:
- High School Graduate or equivalent.
- Experience:
- At least 6 months would be preferred but Freshers are welcome to apply.
- Experience in accounts related to logistics are a plus.
- Skills:
- Excellent English communication skills (both spoken and written).
- Strong problem-solving abilities with a positive, customer-focused attitude.
- Ability to work in a fast-paced environment and manage multiple customer issues simultaneously.
- Flexibility to work in varying shifts, including nights and weekends.
- Other:
- Willingness to work on-site.
- Amenable to start ASAP
- Ability to handle diverse customer needs.
