Job Summary:
As an Executive Customer Service Representative, you will be responsible for providing support to our clients' customers through various channels such as phone calls, email, and chat. You are expected to deliver best-in-class customer service and ensure customer satisfaction.
Job Details:
* Executive Customer Service
* Onsite Work Setup | Eastwood Libis, QC
* Shifting Schedule including weekends
LOB: NA/APAC Operations
Responsibilities:
* Provide accurate support and basic technical assistance for incoming queries and issues related to GeTS products.
* Walk customers through the problem-solving process.
* Utilize excellent customer service skills to exceed customer expectations.
* Respond to queries via chat, email, or phone.
* Create a bug tracker for cases related to system bugs.
* Properly escalate unresolved queries to the next level of support.
* Preserve and grow knowledge of help desk procedures, products, and services.
* Keep records of customer interactions, process customer accounts, and file documents.
* Follow communication procedures, guidelines, and policies.
LOB: NA Managed Services
Responsibilities:
* Organize large amounts of data into required formats, including data cleansing, reformatting, and entry.
* Look up data from various sources and input information quickly and accurately into the internal system, ensuring timely data entry within SLA.
* Maintain accurate, organized work records, documents, and files.
* Compile data in an Excel spreadsheet, using features and tools to streamline manual processes.
* Handle operational tasks related to e-commerce filing.
* Resolve phone, chat, and email customer inquiries.
* Forward and escalate inquiries to relevant individuals and departments.
* Contact customers to provide accurate feedback on the progress of their inquiries.
* Perform other duties as assigned.
Qualifications:
* High school degree or equivalent; Bachelor’s degree in computer science, IT, business administration, logistics, supply chain management, or related field preferred.
* 1 to 2 years of previous experience in customer support, client services, or a related field.
* Proficient data entry skills and attention to detail.
* Good verbal and written communication skills; proficiency in English is an advantage.
* Knowledge and experience in the Trade and Logistics Industry (nice to have).
* Experience handling trade documents (Bill of Lading, Invoice, Packing list, etc.) (nice to have).
* Proficient in Microsoft Outlook and Excel.
* Excellent computer skills, especially typing.
* Ability to encode data with speed and accuracy.
* Capability to quickly process and organize information.
* High attention to detail.
* Adept at file management (digital and manual).
* Good time management and prioritization skills.
* Strong troubleshooting and critical thinking skills.
* Ability to work efficiently and timely.
* Willingness to work beyond office hours.
* Ability to work under pressure with clients and internal departments.
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