Customer Support Representative

A customer support Representative is a field-based rep, supports customers by providing helpful information, issue, and responding to complaints and ensure that the customers are controlling PACK's assets by reconciling the customers accounts on periodically basis and as per the visit plan & Quality.

DETAILED JOB DUTIES AND RESPONSIBILITIES

• Monitor and control customer's backhaul collection as scheduled; coordinate with Logistic team for deliveries and collections.
• Build Relationship & Awareness with the customers.
• Educate the customers by providing the system & operational trainings.
• Reconcile customer account on stock count basis, make sure all transactions (In/Out) are updated and resolve the customers disputes.
• Accounts management: Reconciling customer balances between system balances and sending party invoices.
• Assets control and audits: Ensure that the customers keep control on PACK assets without any loss.
• Co-ordinates with customers and PACK operation team to ensure all PACK logistical services (delivery, return) are being completed on time.
• Attend customer's enquiries and complaints on transaction problems, empty pallet collection and order completely, accurately and timely.
• Ensure that invoices are being received and paid on time.
• Follow up on customer satisfaction and their feedback on PACK Logistical services.
• Follow up and timely recording customer feedback form; generate monthly reports.
• Manages office safety and cleanliness, update monthly near misses and office safety observation report.
• Organizing and providing general assistance during meetings and presentations.
• AD Hoc: To complete any activities required to be done by PACK outside of the customers Network.

POSITION MINIMUM REQUIREMENTS

Minimum Education: Diploma or Bachelor degree in BA, Marketing or commercial field.

Minimum Experience: 2-3 years experience in customer care or any related field.

Skills & Knowledge:

• Supply chain background.
• Skilled with Microsoft Excel, PowerPoint & Word.
• Need to have high Emotional Intelligence when handling stubborn and rude customers.
• Work under less monitoring and coaching (need independence).
• Good communication skills.
• Good attitude and be patient.
• Cross functional cooperation.