Customer Service Executive (Davao / Manila)

Responsibilities

• Following communication procedures, guidelines and policies
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Establish good relationship and maintain quality service to clients at all times
• Manage large amounts of incoming calls
• Provide accurate, valid and complete information
• Taking extra mile to engage customers
• Familiarity with TOPAZ system and practices
• Keep records of customer interactions, process customer accounts and file documents
• Provide booking and shipping details and coordinates with Client and other Departments
• Perform other duties that may be assigned from time to time by the Management
• Preparation and sending of quotations to handled clients/account and input into TOPAZ
• Daily updates for handled clients/account
• Preparing of BIS for payment request, billing and rebates purposes
• Creating routing and booking confirmation in TOPAZ for both import and export, collect and prepaid
• Input rates per shipment (as per booking list) in TOPAZ
• Shipment monitoring for both Import and Export
• Monitoring of payment voucher and shipping line payments
• Follow-up payment collection from customer/clients
• Assist DO/RO issuance to clients on the system approval
• Handles inquiries with special requirements (eg. DG acceptance, Oversized, Overweight, Triangle shipments, etc.)
• Coordinating with third party providers