Customer Service Agent

​JOB TITLE:     CUSTOMER SERVICE AGENT ​  PROFILEINTRODUCTION Our client,a multinational logistics company which specializes in cargo logistics, portterminal operations and maritime services is looking to bring onboard a CustomerService Agent who will be responsible for effectively carrying outorder management activities and manage customer complaints in line with thecompany policy and standard operating procedures.  KEY RESPONSIBLITIES       1.    Order Management:  o   Capture orders accurately according to the SOP with minimal errors - 100% of all orders to be captured within 1 hour. o   Provide accurate order feedback/status response - Confirm orderreceipt (for orders received via email). Immediately update customer on orderstatus and out -of -stock products included in orders.  o  Pro -actively follow up and coordinate with all relevantdepartments to ensure timely order fulfillment, address any delays ordiscrepancies, and provide timely status updates as required.  o   Communicate timely and clearly with customers/clients to enhancesatisfaction throughout the order lifecycle. o Tracking and reporting – Generate order reports and maintainaccurate trackers to maintain visibility across the order lifecycle.   2.    Backorders Management; Update customers/clients promptly on stock availability and statuson backorderso   Maintain an accurate recordof customer backorders in the system   3.    Query Management:o   Manage customer queries across multiple channels in a timely andprofessional manner.o   Manage and follow up on queries logged on CRM system to ensuretimely resolution and maintain high levels of customer satisfaction.o   Weekly and Monthly CRM Reports tracking for both internal andexternal clientso   Maintain detailed and accurate records of all customer complaintsreceived on the complaints 4.    Customer/ClientRelationships;o   Establish direct channel of contact external customers to developgood workingo   relationships.o   Interdepartmental collaboration to ensure seamless orderprocessing and query management.o   Conduct customer visits andcarry out monthly check in calls to maintain strong relationships withcustomers. 5.    KPI Adherence;o   Compliance with contractual SLA requirements  6.    Quality Assurance;o   Adhere to customer service SOPs and all relevant SOPs. o   Adhere to all relevant company policies.o   Filing customer service records. Filing to be done accurately andon time per client/customer where applicable.o   Maintain detailed records for audit and analysis. 7.     Reportso   Generate, analyze and present/share reports, e.g., open ordersreports, Orders audit reports and Stock reports. Timely and Accurate reports tobe shared. 8.    Credit Notes Processing;o   Process financial billing documents (Credit notes and Debit notes 9.    Maintenance of environmentalmanagement system;o   Participate in the implementation of departmental and site EMSobjectives. Requirementso   Bachelor's Degree or Semi Qualifiedaccountant – CPA Part Excellent communication Skills (Verbal &Written) and customer service skills.  o   Proficiency in SAP operating system andproficiency in MS Office applications and Businesso   Excellent organizational and timemanagement skills.o   Ability to pay attention to detail andwork within stipulated deadlines.o   Friendly, Confident and should Observeprofessionalism.o   Problem -solving mindset with a focus oncustomer satisfaction.o   Ability to multitask and prioritize ina fast -paced environment.o Proven experience in customer service,preferably in logistics, warehousing, or supply chain environment preferably pharmaceutical or consumer healthcare company.