Working as an individual and as a team member follows customer service operating procedures to provide customers with complete service and shipping solutions to maximize customer satisfaction. interface with the customers through Email, Complaints Claims procedures are followed. resolving the customer’s problems and advising Customers of the required paperwork for outbound international packages as per customs requirements. 

Issue Follow-Up: Proactively follow up with the relevant departments depending on the nature of the issue, ensuring timely resolution.Call Handling: Manage incoming calls efficiently, addressing each call based on its specific needs. Ensure calls are answered within three rings, with an average call duration kept within 150 seconds.Service Knowledge: Possess in-depth knowledge of SMSA’s service features, products, automation tools, marketing promotions, and international customs regulations.Customer Needs Identification: Quickly and accurately identify customer needs to provide effective solutions.Service Inquiry Resolution: Investigate and resolve service-related inquiries, including tracking and tracing shipments.Tracking and Tracing: Provide relevant information to customers during tracking/tracing calls and update tracking details for international shipments using the system.Record Keeping: Record necessary information and route shipments based on established policies and procedures.Special Projects: Handle special project calls and related issues as required.Booking Management: assist in arranging bookings as needed.Complaint Handling: Manage customer complaints in line with established procedures, ensuring claims are processed according to company standards.Ticket Actioning: Address tickets within the required time frame and maintain an average ticket closure time.Service coordination: Regularly follow up on both international and domestic shipments. Proactively communicate with operations teams to expedite the delivery process for any delayed shipments and provide updates to customers as necessary.Email Correspondence: Correspond with appropriate departments via email regarding shipments and service-related matters.Complaint Logging: Ensure all complaints are logged, with acknowledgement sent within one working day.Proactive Communication: Continuously follow up on all shipments and communicate proactively with internal teams to resolve issues quickly and efficiently.