Officer, Customer Care Centre

Key Responsibilities:

• Monitor accounts in accordance with customer Service Level Agreements (SLAs).
• Prepare customized monitoring reports to track performance metrics.
• Ensure timely closure of all shipment statuses.
• Proactively identify and resolve delays or issues within the delivery process.
• Handle tracing inquiries through various channels, including email, phone, WhatsApp, and customer service platforms.
• Gather client feedback to identify areas for improvement, ensuring all inquiries are followed up and resolved effectively.
• Collaborate closely with the Operations team and relevant departments to ensure efficient delivery operations.
• Provide timely solutions and ensure that all tracing, claims, and complaints are addressed within stipulated timelines.
• Maintain detailed records of all tracing activities and communications across customer service platforms and reports.
• Escalate complex issues to the appropriate department or supervisor as needed.
• Submit reports of lost or damaged shipments to the Claims Department for further investigation.
• Build and maintain strong relationships with customers by understanding their specific shipping needs, preferences, and challenges.
• Availability to work on Saturdays, Sundays, and Public Holidays as required.
• Meet and strive to exceed departmental Key Performance Indicators (KPIs).
• Participate in training and coaching sessions to enhance performance and professional development.