Call Center Agent

Job Purpose:

Serve customers by determining requirements, answering inquiries, resolving problems, escalation and follow-up with concerned departments; maintain accuracy in fulfilling customer requests and updating all relevant records.

Job Description:

• Deliver the best customer service by attending and resolving queries / issues.
• Escalate unresolved queries according to the set escalation path, and follow-up to assure timely resolution.
• Analyze the various parts of a problem properly and develop logical solutions
• Manage difficult customer situations with a positive and professional behavior, empathize and solicit feedback to improve service.
• Document and categorize all customer queries in the relevant system(s) to keep / share track of all status histories in all channels.
• follow up on registered cases / queries when necessary.

Required Criteria:

• Bachelors degree
• 3+ years experience preferably from shipping and logistics industry
• Good English Communication Skills
• Proficient in Microsoft Office
• Listening Skills
• Attention to Detail
• Problem Solving Skills
• Stress Management Skills