Senior Executive Customer Service & Documentation

Senior Executive Customer Service & Documentation

Department: Customer Service

Experience required: - years

Senior Executive- Customer Service

Department: Customer Service

Grade: D

Reporting to:

Direct reports: None

Job purpose:

The primary role of the Senior Executive - Customer Service is to manage incoming customer calls and inquiries, offer solutions with accuracy and efficiency, and identify and assess customer needs to achieve satisfaction.

Main tasks and responsibilities:

• Manage incoming calls and customer inquiries, assessing their needs and responding efficiently.
• Ensure excellent service standards and maintain high customer satisfaction.
• Provide the latest sailing schedules and advisories to customers as per timelines conveyed by the manager.
• Provide accurate, valid, and complete information using the right sources for customer satisfaction.
• Follow up on ongoing cases and engage customers to generate leads through follow-ups that could develop into new business.
• Prepare rate quotations for customers and monitor the outcomes and customer performance.
• Conduct market research and report sales calls.
• Maintain and manage the customer database.
• Follow prescribed KYC checks and maintain relevant data/records as stipulated.
• Coordinate with other departments, especially sales, to ensure end-to-end resolution of customer queries.
• Support any ad hoc tasks assigned by management.

Key interactions (Internal External):

Internal: Across departments and overseas offices.

Education requirements:

Bachelor's Degree or qualified professional.

Language requirements:

Good command of spoken and written English.

Skills and attributes:

• Team player with strong interpersonal skills.
• Demonstrate analytical skills and a proactive approach to problem-solving.
• Willingness to adapt to new systems and processes as applicable.