Customer Service Executive

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Job Description Summary

The campaign is na inbound customer service of a logistics company in Australia. The Customer Service Representatives are expected to help the Customers process parcel delivery and/or collection requests, lodge investigations for missing parcels, and the like.

Duties and Responsibilities:

Attend and actively participate in training and development:

• Develop and maintain a thorough understanding of service/product, processes and systems
• Actively participate in monthly performance reviews
• Attend and actively contribute to team meetings to assist in continual improvement

Handle every customer contact in line with client and company requirements in order to meet monthly Key Performance Indicators (KPI’s) and targets (KPI’s and targets may be subject to change dependant on client and company requirements):

• Handle contact within required time frame
• Meet required standards of quality
• Adhere to schedule to achieve required target
• Meet attendance requirements in line with contract and company policies
• Other KPI’s as required
• Other reasonable duties as required

Qualifications and Key Competencies:

• Excellent communication skills: Must have strong verbal and written communication skills to effectively interact with customers and address their queries and concerns.
• Problem-solving abilities: Should be able to think critically and find solutions to customers' issues or complaints in a timely manner.
• Multi-tasking skills: Handling multiple customer inquiries simultaneously and managing various tasks, such as updating customer information or processing requests, require the ability to multitask effectively.
• Attention to detail: Accurate data entry and documentation are essential, so having a strong attention to detail is crucial.
• Patience and empathy: Should be patient, empathetic, and able to stay calm under pressure
• Teamwork and collaboration: May require frequent collaboration with other departments, such as operations or warehouse teams, so being a team player is important for smooth coordination and customer satisfaction.
• Time management skills: Effective time management is crucial for customer representatives as they have to comply with service level agreements and manage a large volume of customer inquiries within stipulated time periods
• Cultural sensitivity: Customer representative often deal with customers from various cultural backgrounds, so having cultural sensitivity and adaptability is crucial in delivering excellent customer service.