Job Purpose
The 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.
Responsibilities
Ensure 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 Requirements
Education
Minimum 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.