Customer Service Executive

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.