Customer Service Officer, International Operations

Key Responsibilities:

1. Proactively follow up on all held-back shipments as reported by the International Operations Team, ensuring timely resolutions and updates.
2. Collect and organize acknowledgment letters from customers regarding additional charges, ensuring smooth handover to the Billing Department daily.
3. Facilitate the collection of short payments before shipment processing, ensuring a seamless transition to delivery.
4. Channel and resolve inquiries from customers and branches effectively, fostering strong relationships and clear communication.
5. Keep customers informed by providing timely updates on pending shipments at their destinations.
6. Upload all International air waybills using our International platform to complete the re-documentation process efficiently.
7. Work closely with our Singapore Branch to ensure the collection of GST and Duty charges for international shipments, reinforcing our commitment to compliance.
8. Collaborate with various departments to ensure smooth delivery operations, enhancing our service quality.
9. Quickly address and resolve any issues that arise, such as lost or damaged packages, claims, or service delays, showcasing your problem-solving skills.
10. Strive to meet and exceed department Key Performance Indicators (KPIs), driving our success.
11. Engage in training and coaching sessions to sharpen your skills and improve overall team performance.