【工作內(nèi)容】
- 負(fù)責(zé)與客戶進(jìn)行溝通，解答關(guān)于空運(yùn)服務(wù)的咨詢，收集客戶反饋，并及時處理客戶的投訴。
- 根據(jù)客戶需求，制定個性化的空運(yùn)方案，確保貨物安全、準(zhǔn)時到達(dá)目的地。
- 協(xié)助客戶辦理貨物運(yùn)輸手續(xù)，包括報關(guān)、保險等，確保所有文件的準(zhǔn)確性。
- 跟蹤貨物運(yùn)輸狀態(tài)，及時向客戶報告貨物的最新動態(tài)。
- 參與公司內(nèi)部的培訓(xùn)和會議，不斷提升自己的業(yè)務(wù)能力和客戶服務(wù)技巧。
【任職要求】
- 本科及以上學(xué)歷，物流管理、國際貿(mào)易等相關(guān)專業(yè)優(yōu)先。
- 具有1年以上空運(yùn)客服或相關(guān)行業(yè)經(jīng)驗，熟悉國際空運(yùn)流程及相關(guān)法律法規(guī)。
- 具備良好的溝通能力和解決問題的能力，能夠有效處理客戶的投訴和糾紛。
- 熟練掌握辦公軟件，如Excel、Word等，具備一定的數(shù)據(jù)分析能力。
- 工作認(rèn)真負(fù)責(zé)，具有團(tuán)隊合作精神和服務(wù)意識。
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.