Customer Service Specialist

Customer Service Specialist
Connected Freight, Philippines

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Bachelor's Degree
Total Vacancies
1 Job
Posted on
Mar 19, 2021
Last Date
Apr 19, 2021
Location(s)

Job Description

The Customer Service Specialist is responsible for being the first point of contact of the customers serving as intermediary role representing Connected Freight on the Order-to-Delivery Journey forming a critical part of the Customer Fulfillment Cycle. The Customer Service Specialist provides high quality frontline support to potential and existing Connected Freight retailers and suppliers. The Customer Service Specialist drives proactive communications, value-adding interactions, and effective issue resolution, providing best-in-market Customer experience.


1. Customer Inquiries and Support Management

  • Handles and resolves all inquiries received within the service level agreement
  • Escalates all necessary transactions that involve a higher tier decision-making and/or processing
  • Ensures proper documentation of all transactions handled
  • Takes ownership for the end-to-end customer inquiry and troubleshooting which may require engaging other partners across the service chain
  • Proactively calls customers to manage Order-To-Delivery issues and Order-To-Delivery Schedule Support Service
  • Provides change information of planned deliveries to involved parties (i.e. retailers, suppliers, etc.)


2.Claims Handling and Dispute Management

  • Assesses the risk, validity, and gravity of the escalated claim
  • Manages the end-to-end Dispute process for Quantity, Pricing, and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes.
  • Close the loop with Customer on case outcome and confirm closure of case
  • Identify and execute the correct process to provide resolution on the claim based on standard operating procedures
  • Maintains expected Service Level Agreement on a specific claim
  • Confirms satisfaction as to how disputes/claims are handled
  • Provides frontline business, process, and technical support to customers for Connected Freight systems (i.e. Retail Kiosk, Supplier Interface, etc.)


3.Customer Satisfaction and Engagement

  • Carries out joint and solo visits (with knowledge of Business Development/as required) to new and existing customers providing technical assistance to generate sales opportunities, with both existing and new products
  • Adopts a Customer 1st mindset to deliver an exceptional customer end to end experience and identifies opportunities to improve the customer experience
  • Ensures customer satisfaction through after sales outbound calls as follow up from initial engagements and during the hypercare period
  • Analyzes feedback collected from customers and Business Partners and identified specific area which required further improvement/guidance in that month.
  • Supports the Connected Freight Team, as applicable, with ad hoc administrative activities necessary to setting up meeting, business reviews, etc.


4.Customer Onboarding and Admin

  • Leads data gathering and collection coordinates with customer regarding customer information such as product details, business documents, etc.
  • Validates and prepares data to ensure completeness of all client information before hand-over to Customer Success Specialist - Retail
  • Coordinates Shell Retail Business Operations and Operations for go-live ensures proper communication between relevant team members prior to go-live of new customers
  • Keeps and updates records on all customer data and customer information
  • Manages documents and ensures that all business documents are up to date for customers under Business Development

5. Other tasks which may be assigned.

Requirements

  • A Bachelor’s degree in any business-related course
  • Open to fresh graduates
  • Proficiency in Computer Applications (MS Office)
  • Good communication skills

Benefits

  • HMO-above market average; with dependents
  • Emergency Leaves
  • Flexi-time work arrangements
  • Performance-based bonus
  • Annual salary increase based on performance
  • Incentives
  • 13th month pay
  • Government and statutory benefits

Job Specification

Job Rewards and Benefits

Connected Freight

Information Technology and Services - Taguig, Philippines
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