Customer Service Coordinator
JOB PURPOSE: To provide route planning support for centralized planning and customer service support to the Customer Service Department. To ensure daily monitoring and completion of planned routes by Delivery teams. To ensure a high level of customer service satisfaction to our client and customers.
QUALIFICATIONS: Min GCE ‘0’ / Diploma in any discipline, preferably with at least 2 year of customer service experience.JOB KNOWLEDGE: A thorough knowledge and understanding of the product and services the company is providing as a Transport Service Provider
JOB ATTRIBUTES: Possess a structured approach to problem solving
To handle and resolve feedbacks and claims issues with both internal and external stakeholders
Good communication and effective writing skills
Meticulous and organized with positive attitude
Computer proficiency in Microsoft Office and adept at learning new CRM system
PHYSICAL ATTRIBUTES: Require to have hands-on handling with furniture pieces when investigating damages and claimsBONUS ATTRIBUTES: Have prior knowledge and 3PL warehouse operations experiences
Able to work in warehouse environment
Knowledge of furniture manufacturing
WORK WEEK: 5 Days (42.5hrs per week)
JOB RESPONSIBILITIES:
Planning related tasks- Processing of Raw Data and disseminating of data
- Disseminating of daily routes to Fleet teams and response to any request/changes
- Liaise with Traffic Officer on any discrepancy on routing and changes
- Handle all incoming calls from CCC/CR and give direct responses as required
- Raise issues and feedbacks to CCC/CR
- Clearing and Updating of emails information to SOT/CRM
- Fulfil customers’ feedback, claims and delivery requirements
- Confirmation of delivery bookings and follow up with end customer as required occasionally
- Monitoring Fleet KPI on job completion
- Safety Check calls