Customer Service Representative

We are seeking passionate and dedicated Customer Service Representatives

We are excited to offer three different openings within our Customer Services team: Logistics, Customer Service Help Desk, and Charity Program. Based on your skills, experience, and performance during the selection process, you may be reassigned to one of these specific areas. Each role offers a unique set of responsibilities; all focused on delivering exceptional customer service and ensuring smooth operations.

Available Openings:

• Logistics (Account Management) (Blended): Focused on managing enterprise customer accounts, handling shipment tracking, customs issues, and invoice disputes.
• Customer Service Help Desk (Blended): Providing timely, professional assistance to customers for troubleshooting orders, account issues, and general queries.
• Charity Program Support (Voice): Handling customer inquiries and providing assistance related to donations, prayers, and charity requests, with a strong emphasis on service for elderly customers.

Key Responsibilities:

• Account Management & Sales Support (Logistics):
• Manage accounts for Enterprise customers through calls and emails in a timely and professional manner.
• Address customer concerns regarding shipment tracking, customs issues, invoice disputes, lost/damaged shipments, and claims.
• Work directly with internal teams to ensure seamless delivery of services to customers.
• Maintain high-quality standards in all interactions to ensure customer satisfaction.
• Administer customer accounts and troubleshoot issues related to orders, statuses, and billing.
• 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.

• Customer Service Help Desk:

• Take inbound calls to assist customers with inquiries related to orders, troubleshooting, and account status.
• Develop and implement solutions to customer issues quickly and efficiently.
• Record and track customer interactions in CRM systems.
• Provide assistance in resolving product or service issues with a focus on customer satisfaction.
• Cross-selling and Upselling (not hard-selling)

• Retention and winning back of dissatisfied customers

• Charity Program Support:

• Handle all calls with courtesy and professionalism
• Handle customer inquiries in a timely, professional manner
• Take inbound calls for customers to handle ORDERS, PRAYERS, DONATIONS and ETC.
• Retention and winning back of dissatisfied customers.
• Assist elderly customers, develop solutions to solve the customer needs specially with their orders and other requests.
• Research required information using available resources: Knowledge Based-Books and Speakers/ scriptures/Bible/Magazine and ETC.

Requirements:

Education:

• High School Graduate or equivalent.

Experience:

• Experience required will depend on the account (Logistics & Customer Service Help Desk - 1 year and above, Charity Program - No experience required)
• Experience in accounts related to the openings are a plus.

Skills:

• Excellent English communication skills (both spoken and written).
• Strong problem-solving abilities with a positive, customer-focused attitude.
• Ability to work in a fast-paced environment and manage multiple customer issues simultaneously.
• Flexibility to work in varying shifts, including nights and weekends.

Other:

• Willingness to work on-site.
• Ability to handle diverse customer needs.

What We Offer:

• Three distinct roles with room for growth and reassignment based on skills and performance.
• A supportive, dynamic work environment that values your professional development.