About this role
Job Description
• Receive and log customer queries from multiple channels (email, system tickets, chat). • Categorize queries accurately (billing, shipment status, documentation, service issues, etc.). • Acknowledge customer queries within defined service timelines. • Provide standard responses for routine queries using approved templates and guidelines. • Track query status and follow up with internal stakeholders (operations, billing, sales). • Escalate complex or unresolved cases to senior team members. • Update systems with accurate resolution details and closure notes. • Ensure responses follow company service standards and tone guidelines. • Assist in documenting FAQs, standard operating procedures (SOPs), and response templates. • Maintain query logs and dashboards in Excel or internal systems. • Analyze common query trends and recurring issues. • Support preparation of weekly/monthly reports on query volumes and turnaround times.
Qualifications
• University Degree or equivalent by experience. • Well verse with Microsoft Excel and SAP. • Good communication in English: Oral and Written. • Ability to analyze with logical thinking process. • Attention to details and able to meet tight deadline. • Engage, communicate and build network with the AR, Billing, BPO teams. • Customer oriented. • Process oriented and able to work under pressure. • Team Player and highly collaborative.