Customer Service Executive Job Description Template
Our company is looking for a Customer Service Executive to join our team.
Responsibilities:
- Keep records of customer interactions, process customer accounts and file documents;
- Provide accurate, valid and complete information by using the right methods/tools;
- Identify and assess customers’ needs to achieve satisfaction;
- Must have good business acumen and understanding of the air and sea freight industry;
- Oversee customer freight movements from start to finish;
- Draw up SOP’s for clients;
- Compile presentations to customers;
- Knowledge of Incoterms, exports, imports, freight forwarding, freight rates etc;
- Ensure timely deliveries;
- Recommend potential products or services to management by collecting customer information and analyzing customer needs;
- Meet personal/customer service team sales targets and call handling quotas;
- Manages large amount of incoming calls;
- Contributes to team effort by accomplishing related results as needed;
- Follow communication procedures, guidelines and policies;
- Other related duties as instructed by the Management.
Requirements:
- Customer orientation and ability to adapt/respond to different types of characters;
- Candidate must possess at least a SPM certificate;
- Some experience in a call center or customer service environment;
- Proven customer support experience;
- Ability to multi-task, prioritize, and manage time effectively;
- Proficient in relevant computer applications;
- Preferably candidate specialized in Customer Service for at least 2 years;
- Knowledgeable of call center telephone etiquettes and technology;
- Team player, enthusiastic, out-going, people oriented, good communication and phone skills;
- Well-organized and thorough, even under pressure;
- At least 2-3 years of working experience in customer service;
- Good data entry and typing skills;
- Sense of urgency & able to work under pressure;
- High school degree;
- Well-organized & Listening Skills in English, Mandarin and/or Bahasa Malaysia are essential.