Job Description
Title: EXECUTIVE / SENIOR EXECUTIVE IN CUSTOMER SERVICE
Company Name: S. Begum & Co.
Vacancy: --
Location: Anywhere in Bangladesh
Minimum Salary: Negotiable
Published: 8 Feb 2024
Responsibilities & Context:
∎ The responsibilities of an Executive or Senior Executive in Customer Service at an international courier service involve providing frontline support to customers, managing inquiries, and ensuring a high level of satisfaction. Here's a detailed list of their job responsibilities:
∎ Customer Assistance: Provide prompt and professional assistance to customers via phone, email, chat, or in-person, addressing inquiries, resolving issues, and ensuring a positive customer experience.
∎ Order Tracking and Status Updates: Assist customers in tracking their shipments, providing real-time updates on delivery status, transit times, and any delays or exceptions.
∎ Problem Resolution: Investigate and resolve customer complaints, delivery discrepancies, lost or damaged shipments, billing inquiries, and other issues in a timely and efficient manner.
∎ Information Provision: Furnish accurate information regarding shipping rates, service options, transit times, customs procedures, packaging requirements, and other relevant details to customers.
∎ Order Processing: Process customer orders, including booking shipments, generating shipping labels, arranging pickups or drop-offs, and coordinating with operational teams for timely processing and dispatch.
∎ Documentation Handling: Assist customers in preparing and completing shipping documentation, customs forms, commercial invoices, and other required paperwork to ensure compliance with regulatory requirements.
∎ Service Promotion: Educate customers about service offerings, value-added features, insurance options, and promotional offers to drive sales and enhance customer loyalty.
∎ Escalation Management: Escalate complex or unresolved issues to higher-level support or management as needed, following established protocols and procedures.
∎ Complaint Management: Document customer complaints, gather relevant information, initiate investigations, and follow up with customers to ensure satisfactory resolution and prevent recurrence.
∎ Customer Feedback Collection: Solicit feedback from customers regarding their experience with the company's services, gather suggestions for improvement, and relay feedback to relevant departments for consideration.
∎ Service Recovery: Proactively identify service failures or delivery exceptions, take corrective actions, and implement service recovery measures to mitigate customer dissatisfaction and restore trust.
∎ Cross-functional Coordination: Collaborate with internal departments, such as operations, logistics, sales, billing, and IT, to address customer needs, resolve issues, and optimize service delivery.
∎ Quality Assurance: Adhere to established quality standards, service level agreements (SLAs), and performance metrics, striving to meet or exceed targets for customer satisfaction, response time, resolution rate, etc.
∎ Training and Development: Participate in training sessions, workshops, and skill enhancement programs to improve product knowledge, customer service skills, communication techniques, and problem-solving abilities.
∎ Adherence to Policies and Regulations: Ensure compliance with company policies, industry regulations, data protection laws, and security protocols in all customer interactions and service-related activities.
Employment Status: Full Time
Job Location: Anywhere in Bangladesh
Company Information:
∎ S. Begum & Co.
∎ HOUSE-36, ROAD-10, NIKUNJA-02, DHAKA-1229
Address::
∎ HOUSE-36, ROAD-10, NIKUNJA-02, DHAKA-1229
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 9 Mar 2024
Category: Customer Support/Call Centre
