Major Responsibilities:              

• Responsible for handling calls, updating customers regarding queries, leads/tickets handling, call backs where needed and work on different assigned projects.

• Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

• Handle feedback campaigns

• Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures.

• Conducting full and thorough diagnostics with end-users to enable the first point of contact incident and problem resolution.

• Sharing knowledge with team colleagues.

• Prioritize and manage several open issues at one time

Skill Set Required:                   

• Strong phone and verbal communication skills along with active listening. Customer focus and adaptability to different personality types.

• Ability to work independently and in teams

• Focused and result-oriented

• Must be organized and process-oriented

• Must be a fast learner and a go getter

• Must possess problem solving skills

• Must be a fast learner

• A commitment to excellent customer service.

• Excellent communication skills.

• Able to work comfortably in a fast paced environment with minimal supervision.

• Good English (both written and oral)

• Should be able to work in shifts

• Ability to work under pressure and communicate well.

• Must have indepth knowledge of customs & its processes.

• Must know about terminals, ports, OGAs, etc.