Customer Service

2 weeks ago


Singapore NETWORK EXPRESS COURIER SERVICES PTE LTD Full time

ob Title:
Customer Service Executive


General Description

Duties/Responsibilities Towards Customers/Agents

  • Maintain service level at 9.5% for all incoming calls.
  • Ensure follow-ups on all undelivered shipments, as per the SOP for undelivered shipment.
  • Escalate all customer complaints to CS Manager.
  • Ensure front desk is manned during office hours and ready to handle walk-in customers. The duties will be rotated amongst all CS Executives.

Duties/Responsibilities Related to Self & Personal Hygiene at Work
1, Ensure high attendance and punctuality of more than 95%.

  • Ensure leaves are well planned and approval sought 1 week in advance.
  • Ensure break schedule is adhered to as planned.
  • Ensure all allocated jobs/tasks are completed within the allotted time-line.

Duties/Responsibilities Towards Business

  • Update on customer feedback to Ops supervisor and CS Manager.
  • Monitor online unconfirmed bookings and resolve any that arise.
  • Make suggestions for process/business implements.
  • Make payment collection calls to local and international customers with overdue payments.
  • Make successful sales calls daily.
  • Sort the job sheets/movement charts on a daily basis and have them ready for reference upon Proof of Delivery (POD) requests.
  • Manage local customer billing for manual changes required, especially for special /urgent bookings as per SOP,
  • Prepare manual job sheets for some customers.
  • Encourage new customers to take up cashless payment options.

Adhoc Duties
1, Support Operations Department as and when required. Duties will be rotated amongst all CS Executives.

Education/Experience /Skills Requirements

  • Minimum 'O' Level
2, Minimum 1-year experience in Customer Service field (optional)

3, good written, Oral and face to face Communication skills

  • Analytical thinking
  • Able to handle difficult customers
  • Adhere to timeline always
7, Good listening skills

  • Strong team player
9, Reasonable knowledge of MS office

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