Coordinator

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Job Description:

Job Summary

The Global freight forwarding associate is responsible for handling and processing UPS customers' requests about Air freight package enquiries (Pickups, rate quote, tracking and general air freight enquiries) & PAPS (Pre-Arrival Processing System) enquiries for truck shipments.

Handles and processes customers' enquiries/complaint via channel phone calls & emails. This position is responsible for handling calls directly from customers (Shipper, consignee & third party). Making outbound calls to gather information on shipment status with Origin or destination.            

The associate will be responsible for delivering top-notch customer service through phone call and email channels to assist our customers.

Job Duties:

• Responds to customer enquiries/queries about freight shipments
• Generates & provides rate quotes
• Schedules pick up
• Performs authorization for high value shipments
• Tracking delivery status of freight shipments
• Tracking PAPS shipment status (Truck shipments)

• Responds to air freight email enquiries/queries received in CEC (Customer engagement center)
• Coordinates with Origin/destination for real time shipment status

Job Requirements:

• Proven experience as a in international KPO/BPO
• Excellent communication and leadership skills.
• Strong organizational and time-management skills.
• Proficiency in call center management software.
• Proven experience in a customer service role, preferably in a call center environment.
• Strong problem-solving abilities and attention to detail.
• Ability to handle stressful situations calmly and professionally.
• Proficiency in using customer service software and tools.
• Handle escalation calls to ensure prompt and effective resolution of complex customer issues
• Follow up on customer interactions to ensure customer satisfaction.
• Flexibility to work in shifts, including evening, night, weekends, and holidays.

Qualifications:

• Graduate/ Post graduate
• Must have a minimum typing speed of 30 words per minute (WPM)

Employee Type:
 

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