Export Customer Service Representative
TNT EXPRESS
مجموع سنوات الخبرة :7 years, 8 أشهر
- Insure door moves are completed timely and to the customer’s satisfaction.
- Review Standard Operating Procedures to insure compliance.
- Proactively notify customers of ANY delays regarding arrival or delivery of their cargo.
- Update P.O.D.’s regularly and review P.O.D. Exception report.
- Track and Trace delivery orders.
- Maintain contact with the airlines, trucking companies, and any agents that will be handling the freight to ensure shipper and consignee are aware of any problems.
- Communicate with internal/external customers via phone or email.
- Send pre-alerts to customers and inform them of their booking.
- Respond to and handle all daily customer service requests
- Prepare rates, invoices and House Air Way Bills
- Create new coaching books for the initial training.
- Animate the trainings and help the agent to improve their skills in the first weeks.
- Create new Quiz tests for the new and the old agents after any training session.
QIS : Do listening to the agent’s calls, Do the briefings and send alerts to the managers if necessary.
Take the difficult calls and take care of the unsatisfied clients.
- Validate ads before showing online.
- Add news articles to the website
- Work on the website design
- Validate SMS before showing on TV screens (TF1, M6..)