1????????General?Description????Be?responsible?for?accepting?calls?(primarily?via?the?telephone,?and?including?other?contact?modes?like?email,?fax,?etc.)?and?providing?a?knowledgeable,?courteous,?efficient,?confident?and?proactive?point?of?contact?for?both?customers?and?the?network.?Maintain?good?relationship?with?the?clientsAlso?responsible?for?monitoring?the?SOP?or?company?policy?is?implemented?properly??????2????????Specific?Accountabilities????Accept?and?register?bookings,and?file?documents?for?servicesRespond?to?customers?consistently?and?confidently?by?providing?accurate?information?in?all?aspects?such?as?transit?time,?prices,?custom?paperwork?requirements,?packaging,?country-specific?requirements.Assist?customer?obtain?information?as?required?and?provide?customer?with?accurate?information?and?operation?guidelineAssit?to?the?supervisor?to?manage?the?client’s?KPIConfidently?and?knowledgeably?handle?customer?complaints,?and?take?all?possible?actions?to?resolve?issues?to?the?customers’?full?satisfaction?without?compromising?company’s?position?by?over-committing?to?customers.?If?necessary,?escalate?complaints?to?senior?management?team?to?obtain?efficient?resolution?with?a?purpose?of?prevent?more?escalation?and?avoid?reoccurrenceLiaise?with?Operations?Department?and?other?departments?on?quick?and?efficient?resolution?of?customer?issues?and?queriesHigh?team?spirit?and?strict?self-management?follow?decisions?and?direction?from?management?team.Track?and?Trace?the?shipment?to?monitor?the?TAT?(Turn?around?time)?and?identify?the?possible?abnomonity?for?immedidate?corrective?action.??????????????????3????????Skills?Required????Language?Skills:?English?and?Mandarin?Computer?application?skill,?e.g.?MS-Office?SoftwareSoft?Skills:?good?communication,quick?response?to?customer’s?queryCan?work?well?under?pressure?and?can?handle?escalations?calmly?and?competently.??????????4????????Experience?and?Qualifications????Junior?College?diploma?or?equivalentAt?lease?1?years?experience?in?similar?position?at?forwarding?companyExperience?on?Key?Account?service?or?operations?is?a?plus/preference