Job Summary:
As an Executive Customer Service Representative you will be responsible for providing support to our clients' customers. The support will be in various channels such as phone calls, email, and chat. You are expected to provide best-in-class customer service and ensure the customers are fully satisfied.
Job Details:
- Executive Customer Service
- Onsite Work Setup | Eastwood Libis, QC
- Shifting Schedule including weekends
LOB: NA/APAC Operations
Responsibilities:
- Provide accurate support and basic technical assistance for incoming queries and issues related to GeTS products.
- Walk customers through problem solving process
- Utilize excellent customer service skills and exceed customers’ expectations
- Respond to queries either in chat, email or over the phone.
- Create bug tracker for case related to system bug
- Properly escalate unresolved queries to the next level of support
- Preserve and grow knowledge of help desk procedures, products and services
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
LOB: NA Managed Services
Responsibilities:
- Organize large amounts of data into required formats, Data cleansing, data reformatting, data entry
- Looking up data from a variety of sources and Inputting information quickly and accurately into the internal system, ensuring that all necessary data is being entered accurately and timely within SLA
- Maintains accurate, organized work records, documents, and files
- Compile data in an Excel spreadsheet, using spreadsheet features and tools to streamline manual processes
- Handles operational tasks related to e-commerce filing
- Resolves phone, chat and email customer inquiries.
- Forwards and escalate inquiries to relevant individuals and departments
- Contacts customers to give them accurate feedback on the progress of their inquiries.
- Other duties that may be assigned
Qualifications:
- High school degree or equivalent; Bachelor’s degree in computer science, IT, business administration, logistics, supply chain management or related field preferred
- 1 to 2 years of previous experience in customer support, client services, or a related field
- Has proficient data entry skills and keen to details.
- Good verbal and written communication skills. Speaks and understand English would be added advantage
- Has knowledge and experience in Trade and Logistics Industry. (Nice to have)
- Has knowledge and experience handling trade documents (Bill of Lading, Invoice, Packing list, etc.).(Nice to have)
- Proficient in Microsoft Outlook and Microsoft Excel
- Excellent computer skills, especially typing.
- Can encode data with speed and accuracy
- Has the ability to quickly process and organize information
- High attention to detail
- Adept at file management (Digital and Manual)
- With good time management and prioritization skills
- With strong troubleshooting and critical thinking skills
- Can finish work in an efficient and timely manner
- Can work beyond office hours
- Ability to work under pressures with clients and internal departments.