Job PurposeThe Customer Service Agent is responsible for delivering exceptional support by managing customer inquiries, complaints, and requests via calls and emails, ensuring high satisfaction levels. She/He identifies customer needs, provides accurate information, resolves issues promptly, and maintains detailed records of interactions. Additionally, She/He fosters trust and builds strong relationships with customers, collaborates with internal teams to address service issues, and prepares KPI reports. She/He ensures strict adherence to company procedures while maintaining a high standard of communication and professionalism.ResponsibilitiesEnsure the follow-up of bookings via email;Input booking data into our ERP system with precision;Manage and track all necessary documentation to ensure a seamless end-to-end service;Genuinely enthusiasm to help customers;Ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction;Manage large amounts of emails;Identify and assess customers’ needs to achieve satisfaction;Build sustainable relationships and trust with customer accounts through open and interactive communication;Provide accurate, valid and complete information by using the right methods/tools;Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution;Keep records of customer interactions, process customer accounts and file documents;Follow communication procedures, guidelines and policies;Take the extra mile to engage customers;Communicate, problem solve and coordinate service issues, complaints, resolutions and responses;Provide a direct point of contact for customers;Establish professional rapport with customers and operations team;Escalate major incident and official claim;Produce KPI reports as required;Provide back-up to others in the customer service team.Job RequirementsEducationMinimum requirement: High School Diploma.Experience, Skills, and Personal Attributes Experience:Minimum of 1-3 years’ experience in customer support or as a client service representative.Skills:Fluent in English is a must;Communication skills and active listening;Familiarity with ERP/ CRM systems and practices;Strong ability to pay attention to details, concentration, and accuracy;Ability to execute on multiple priorities in a fast-paced environment;Excellent teamwork skills;Open minded and willing to learn;Energetic with strong work ethic;Ability to multi-task, prioritize, and manage time effectively.