Your Role 
You are responsible to support our customers by providing helpful information, answering queries + resolving complaints. Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features. You will do this by working with a variety of internal + external stakeholders while focusing on the following key objectives. 

Your Responsibilities 

• To drive customer engagement, satisfaction, retention + reactivation in close cooperation with the Field
  Sales + Operational Care Center (OCC).
• To establish + strengthen operational relation to customer contact(s) through engaging interactions,
  regular care visits + pro-active advisory + consulting to drive customer excellence.
• To qualify customer inquiries + provide quotations within the given price band, in line with the guiding
  principle in decision-making, then following up to ensure quotations are accepted + closed.
• To support customer onboarding in line with working instructions, ensuring inclusion + transfer of
  customer requirements into the KN systems alongside the (initial) customer order.
• To collaborate with Finance + Revenue Care Center (RCC) to adjust credit limits based on daily business
  development + coordinate measures in case of challenges.
• To document, resolve, analyze all complaints and feedback then identify, share + eliminate root causes.
• To prepare, review + refine customer reports.
• To document, resolve, analyze all complaints, then identify, share + eliminate root causes.

Your Skills and Experiences 

• Prefer candidates who had 2-3 years working experience of customer service in freight forwarding, fresh graduate also will be considered.
• Prefer candidates who are skilled for English communications (written), Mandarin, and Cantonese.
• Your strong time management skills, along with your customer + stakeholder relationships will be the key to your success.
• You have been selected for this role for your knowledge across our operations, products + services; because you possess the key attributes we are looking for.