Customer Support Specialist

About Trinity Outsourcing Solutions

Trinity Outsourcing Solutions is dedicated to connecting talented professionals with dynamic career opportunities across the world. As a trusted HR partner, Trinity offers a pathway for skilled individuals to work in roles that align with their expertise and support their career advancement. Known for fostering a supportive and growth-focused environment, Trinity provides hands-on experience and tailored opportunities for development. By prioritizing meaningful placements, Trinity enables professionals to unlock their potential and make a lasting impact within innovative companies.

The Role

Eastwood, Quezon City (Onsite)

Canada Time Zones (EST Time 9 AM to 6 PM, Monday to Friday) (MNL Time 9 PM to 6 AM, Monday to Friday)

We are looking for an Account Support Specialist to support enterprise clients through account handling, issue resolution, and sales coordination. The role involves managing customer queries related to freight forwarding, coordinating with internal teams, and supporting lead generation, retention, and CRM updates.

If you excel in client communication, problem-solving, and sales support in a fast-paced environment, we'd love to hear from you.

Responsibilities:

Account Management

• Role entails the person to manage accounts for Enterprise customers in a timely, professional manner via phone and emails.
• Responsible for communicating with customers, establishing and resolving customers' concerns, and assisting in general customer service duties internally and externally related to their freight forwarders' needs.
• Handling customer queries on tracking and tracing of shipments, shipment pick-ups, customs issues and documentation, lost and damaged shipments.
• Handling customer queries on invoice disputes that have been raised to the Billing Department
• Work directly with internal departments to ensure the best services to customers.
• Guiding customers through proper channels and processes to process requests for claims that have been raised to the Claims department
• Maintaining a high level of quality in the calls and emails being handled to ensure seamless customer service and customer experience.
• Managing customers' accounts and liaising with customers for administrative purposes and when required, providing troubleshooting assistance for orders, account statuses and other problems.
• Performing data entry and status updates for internal sales executives.

Sales Support

• Conduct calls to schedule appointments and meetings for sales and customer acquisition via online tools.
• Prospect and find new business opportunities to call and schedule meetings with.
• Retention and winning back of dissatisfied customers.
• Maintaining organized and accessible notes and reports within the company's CRM using Freshdesk & Hubspot.
• Reporting of day-to-day activities and unusual activities to superiors.

Qualifications:

• Excellent English communication - both verbal and written.
• Needs to have flair and experience in customer service skills in an Inbound BPO environment.
• Highly self-motivated individual.
• Experience required in Customer Service, Sales, and Customer Retention.
• Needs to be highly organized when working using online tools and calendars to organize work schedules, meetings, and tasks.
• Ability to multi-task while still being able to focus and remain organized with the work, meetings, and conferences.
• Should have advanced knowledge of working with MS Office Suite, including Excel, Word, and PowerPoint presentations.
• Should have knowledge and experience working on various online and virtual conference tools for meetings and conferences, and also has knowledge in scheduling meetings through meeting invites and calendar requests.
• Experience in Logistics Account
• High School Graduate with minimum 2 years experience (1 year is fine if mainly revolved around logistics), experience in an International BPO (Preferably USA and Canada)
• College Graduate with at least 1 year of experience in an International BPO (Preferably USA and Canada)
• Willing to work onsite