Primary Responsibilities:
- Ensure the customers requirements are met and their expectations are managed
- Provide pro-active problem assessment and innovative solutions to achieve great cost efficiencies and better value for the money in relation to the service provided
- Communicate with the customer regarding their contract, service charges and special handling requirements taking any opportunity to up-sell other services and encouraging the team to do the same
- Provide the required support to the team to deliver excellent customer care.
- Continually improve processes based on customer feedback
- Seeks resolutions for customer complaints and transportation logistics issues and makes appropriate adjustments in order to resolve any issues (including investigates, arbitrates and making claim adjustments)
- Interview customers, record information, solves problems and makes decisions to resolve the day-to-day issues for customer care
- Develop templates for internal and external communications and keep them updated
- Communicate with all departments to ensure that processes are in place to enhance the customer experience
- Lead by example to all areas of the business with excellent customer communication skills
- Manage and record all staff leave (sick, annual, unpaid, floating) and update HR weekly of any changes
- Prepare monthly CCR report statistics to management
- Any other duties assigned by the department Manager
Desired Skills and Knowledge:
Self-driven, results-oriented with a positive outlook and a clear focus on high quality and business profit. Must be a self-starter and work with minimal supervision.
- Minimum three years of customer service experience
- Ability to resolve customer issues in an accurate, thorough and timely manner
- A keen desire to meet customer expectations
- Strong Word and Excel computer skills and experience
- Moving or relocation industry experience preferred, but not necessary
- Experience forming a customer service program and establishing metrics and statistics on company/individual performance
- Proposal development and writing experience is preferred
- Training of support staff and implementation of policies and performance improvement experience
Job Requirements:
- Work effectively as a team contributor on all assignments
- Interact professionally with other employees, customers and suppliers
- Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
- Perform quality work within deadlines with or without direct supervision
- Industry knowledge preferred
