Customer Service Agent

Basic Function:

Working as an individual and as a team member, fully follows operating procedures and provide customers with complete service and shipping solutions to maximize Customer Satisfaction. Customer interface through telephone, Email, Faxes Tracking, Complaints, Handling Key Accounts are common activities. Ensure all standard telephone etiquette are always maintained. Claims procedures are followed. 

• Ensures all complaints are handled as per procedure and claims are processed as per standards.
• All complaints should be logged in within the duration.
• Complaints acknowledgment within SLA.
• Correspondence with appropriate departments via email for domestic shipments.
• Damaged/lost shipment complaints resolution within SLA.
• Courtesy call to customer each day on progress.
• Obtain Invoice from customer to process the claim.
• Brief history of customer complaints/Claims form.
• Prepare CMR.
• Complaint/Claim process as per company policy.
• Follow up with customer on progress.
• Filling all complaints/claims properly.
• Tickets to be active within the required time frame