Customer Support Representative

We are looking for Customer Service-oriented, assertive, self-motivated and team player in the field of Technical and Customer Support.

The role will internally coordinate and liaise with Product Support and Customer Service Supervisor for any escalation in order to ensure all client operational standards are followed and all concerns/issues raised are continuously addressed and improved.

Key accountabilities and responsibilities:

Serves customers by providing product and service information and resolving product and service problems.Attracts potential customers by answering product and service questions and suggesting information about other products and services.Opens customer accounts by recording account information.Maintains and updates customer records as neededRecord/log all concerns using RT - Ticketing System for visibility and reference purposesResolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.Contributes to team effort by accomplishing related results as needed.documents all communications via replying to email or sending an email based on what has been agreed over the phone or SMSProvide guidance to clients and escalate for guidance on exceptional cases.Ensure the overall process are being adhered strictly by related parties, any exceptions need to be escalated and approved prior executionAble to understand the Client’s business and facilitate exception in the most compliant wayProvide first level support through diagnosing or troubleshooting problems and implementing corrective action either remotely;Following the SLA, isolate issues, identify and follow the proper escalation path for issues beyond the scope of support;Using the ticketing tool, log all updates and troubleshooting procedures performed including complete and comprehensible details.Escalate issues that are beyond the scope of support to the proper level of support;Take accountability and ownership of user issues through to resolution; escalated issues shall be monitored in behalf of the customer and communicate the progress and update the ticket/s in a timely mannerActively monitor ticket assignment/s for timely resolution;Proactively raise possible issues that may arise from existing problems or newly implemented change or system updates;Ensure that satisfactory resolution has been executed before putting tickets on resolved state;Demonstrate professionalism while handling inquiries or complaints of the customers;Properly turn over any pending tasks that need attention during scheduled absence (i.e. rest day or vacation leave);Contributes to Team/unit goals by accomplishing related duties as required.

Job Qualifications:

Strong customer service skills; ability to respect the clients’ views, and have a dynamic and excellent analytical skill combined with a logical mindset, especially when dealing with complex issues;Ability to prioritize based on importance and urgencyStrong stakeholder management skillsBasic knowledge in export and import customs processingA dynamic, self-starting and action-oriented person with the ability to think strategically and to put strategy into practiceResult driven combined with the ability to achieve results through peopleExperience or exposure to importation/exportation, forwarding and/or brokerage industry is an advantageAbility to find solutions to difficult issuesA good mediator and able to resolve conflictsAble to manage difficult personalitiesAttention to details and able to analyzing data/informationAbility to multi-taskContinuous improvement mindsetBachelor’s degree in IT, Computer Science, Engineering, Mathematics and other related courses. (Fresh Graduates are welcome)Amenable to rotating shift schedules including morning, mid-day, night shifts, weekends and holidays;Able and amenable to travel to client sites.Willing to work on-siteCan START ASAP