Customer Service Agent

Roles and responsibilities:

• Promote excellent customer service and ensure satisfaction is delivered consistently.
• Complete bookings with carriers and submission of shipping instructions with great accuracy
• Build a strong relationship with customer in terms of high confidence level
• Communicate and follow-up with customer on the status of their shipments or deliveries.
• Understand individual customer’s processes and Key Performance Indicators (KPIs).
• Achieve and monitor customer’s monthly Key Performance Indicators (KPIs) closely.
• Comply with company’s standard operating procedure (SOP) and quality policy.
• Communicate with superior to improve department processes.
• Track and update call logs and data in MyDP Portal
• Provide reports to upper management.

The Customer Service Representative serves as an internal advocate and client liaison to support in managing and improving the overall logistics operations strategies, action plans implementation, and performance of multiple client accounts.

JOB CONTEXT

• Monitoring and tracking the day-to-day operations.
• Provide strong customer service support by positively resolving all customer issues
• Perform any other tasks as and when assigned by the superior.
• Plan and adjust dispatch changes, assist with routing directions and clearly communicate special instruction requirements

COMMUNICATIONS & WORKING RELATIONSHIPS

• Understand customer’s delivery requirements.
• Communicate with customer on their daily booking
• Communicate and handle customer complaints appropriately.
• Communicate with vary department to achieve customer requirements.

PROBLEM SOLVING & DECISION MAKING

• Perform order processing through various carriers’ systems
• Perform shipping instruction submissions before cut off timings
• Perform payment / courier service on behalf of customer.
• Perform shipping documentation and coordination with shipping line or agent.
• Perform constant close coordination with customers’ various depts.
• Close monitoring of client’s shipments on daily basis
• Provide customer’s report (Weekly).
• Generate company’s required reports (Weekly/Monthly).

KNOWLEDGE, SKILLS & EXPERIENCE

• Positive attitude, Detail-oriented, organized, and able to prioritize tasks.
• Good interpersonal, communication and analytical skills.
• Able to work as a team player, pro-active, self-motivated and high sense of responsibility.
• Ability to work independently and under pressure in a fast-moving environment.
• Proficiency in Microsoft Office, Outlook, Excel
• Multi-tasking in a fast-pace environment -- must have the ability to accurately keep track of several details and efficiently complete multiple tasks at once.

KEY COMPETENCIES

• Achievements oriented
• People management
• Leadership abilities
• Deliver results
• Influencing others
• Energetic and sets as an example

KEY OPERATIONAL TARGETS & KPI’s

• Collaborate, problem solve, and/or strategize upcoming client meetings with team members.
• Manage customer conversations across all our support channels (in-hub, online, and via phone)
• Answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid support
• Proactively take steps to enhance the customer experience
• Share relevant customer feedback to help us continuously improve our offerings
• Evaluate our customer support processes, devise improvements, measure the results, and iterate

Pay: BD350.000 per month

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Language:

• Arabic , English (Required)

License/Certification:

• Are you a Bahraini Citizen registered in MLSD? (Required)

Work Location: In person