Customer Service Agent

Job Purpose

The Customer Service Agent is responsible for delivering exceptional support by managing customer inquiries, complaints, and requests via calls and emails, ensuring high satisfaction levels. She/He identifies customer needs, provides accurate information, resolves issues promptly, and maintains detailed records of interactions. Additionally, She/He fosters trust and builds strong relationships with customers, collaborates with internal teams to address service issues, and prepares KPI reports. She/He ensures strict adherence to company procedures while maintaining a high standard of communication and professionalism.

Responsibilities

• Ensure the follow-up of bookings via email;
• Input booking data into our ERP system with precision;
• Manage and track all necessary documentation to ensure a seamless end-to-end service;
• Genuinely enthusiasm to help customers;
• Ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction;
• Manage large amounts of emails;
• Identify and assess customers’ needs to achieve satisfaction;
• Build sustainable relationships and trust with customer accounts through open and interactive communication;
• Provide accurate, valid and complete information by using the right methods/tools;
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution;
• Keep records of customer interactions, process customer accounts and file documents;
• Follow communication procedures, guidelines and policies;
• Take the extra mile to engage customers;
• Communicate, problem solve and coordinate service issues, complaints, resolutions and responses;
• Provide a direct point of contact for customers;
• Establish professional rapport with customers and operations team;
• Escalate major incident and official claim;
• Produce KPI reports as required;
• Provide back-up to others in the customer service team.

Job Requirements

Education

Minimum requirement: High School Diploma.

Experience, Skills, and Personal Attributes

Experience:

• Minimum of 1-3 years’ experience in customer support or as a client service representative.

Skills:

• Fluent in English is a must;
• Communication skills and active listening;
• Familiarity with ERP/ CRM systems and practices;
• Strong ability to pay attention to details, concentration, and accuracy;
• Ability to execute on multiple priorities in a fast-paced environment;
• Excellent teamwork skills;
• Open minded and willing to learn;
• Energetic with strong work ethic;
• Ability to multi-task, prioritize, and manage time effectively.