Customer Service Executive

Customer Service Executive

• Ensure the IOP, SOP and KPI are strictly complied with, and all operations are smoothly handled in cost effective manner.

• Execute process efficiency, improve complaint resolution timeliness, optimize by challenging business rules/limitations, and improve end-to-end service delivery to customers

• Suggest alternate viable solutions and actively resolve customer complaints within stipulated timeframe

• Ensure alternatives provided are aligned with rules and regulation including local policies

• Keep cost of non-conformance to the minimum by providing alternate solution and converting demanding situation into pleasant experience

• Collaborate with customers, Procurement and LCL Product

• Understand customers real needs, handle customers expectations and ensure professional customer service level.

• Handle system updates and customer requests in accordance with defined processes

• Ensure all relevant revenue C cost are timely updated in systems and ensure charges are passed on to customer

• Share best practices and knowledge

• Geographically covers the products in SEA

Operational Efficiency

• Proactive attitude and dedication to achieve ambitious goals.

• Willingness to learn and can-do attitude.

• Ability to work independently, with commitment, teamwork spirit, sense of Responsibility.

• Strong interpersonal skills and communication skills.

• Nature Service Excelence and Customer Focus.

• Ability to challenge the current scenario and find smarter ways of doing things, clear logic and analytical skills with good sense of whole picture.

• Good command of written and spoken English skills.

• INCOTERMS, STC, Customs Documentation, HS Code, and import/export processes.

• Trade Compliance, HSS, Environmental Compliance

• Financial Management processes relating to invoicing / dunning, and job file profitability management

Relationship Management

• Customer-Facing and interaction skills with customer orientation

• Ability to work and thrive in a flexible matrix organization

• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment

Drive for Results

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

• Passion for customer service and cost

• Well-organized when working under pressure

• Proactive and exhibits problem solving capabilities