Qualification:
Min. Diploma degree from any major
Have min. 2 years as customer support
Have any experience in logistics, shipping, freight industry is a plus
Excellent communication (Bahasa and English) and prioritize customer satisfaction and problem solving capabilities
Familiar with CRM, ticketing, and have basic understanding of AIS (system tracking) is a plus
Willing to work flexible hours or work shifts
Job Description:
Respond customer inquiries via phone, email, live chat, or Whatsapp regarding primary account for cargo owners and ship owners
Guidance customer about end to end process booking (from booking until payment)
Investigate and resolve customer complaints with solutions-focused approach
Coordinate closely with operations, port agent and Tech to resolve delivery issues
Track shipments and proactively notify customers of any delays or exceptions
Manage and update customer and shipment data (CRM, SLAs) and generate reports on customer service metrics
Educate customer to support partner attach-rate (insurance, financing or manpower)