- Monitor and manage the company's email inbox, promptly responding to incoming requests, inquiries, and complaints.
- Provide accurate information about the company's transportation services, rates, schedules, and policies.
- Coordinate with various departments to fulfill customer requests, such as scheduling pickups, deliveries, and arranging special services.
- Ensure all email communications are professionally written, clear, and concise, maintaining a high level of grammatical accuracy.
- Address and resolve customer issues and concerns efficiently, escalating complex problems as necessary.
- Maintain a comprehensive knowledge of the company's services, policies, and procedures to provide accurate and up-to-date information to clients.
- Prioritize and manage multiple email threads simultaneously, ensuring timely responses and resolution of issues.
- Collaborate with other team members to identify and implement process improvements to enhance overall customer satisfaction.
- Maintain accurate records of customer interactions, inquiries, and resolutions in the company's database.
Excellent written and verbal communication skills in English, with the ability to effectively articulate information and respond to customer inquiries.Exceptional attention to detail, ensuring accurate and error-free email correspondence.Ability to work under pressure, handle high email volumes, and manage time effectively to meet deadlines.Proficiency in using email management tools and customer relationship management (CRM) software.Strong problem-solving skills, with the ability to think quickly and provide effective solutions.Excellent interpersonal skills, with the ability to build rapport and maintain professional relationships with customers and colleagues.Prior experience in a customer service or email handling role is preferred.Familiarity with transportation logistics and industry-specific terminology is a plus.Flexibility to work in shifts, including evenings, weekends, and holidays, as required.