Customer Service Agent, tracing

Assist the Tracing Supervisor to carry out relevant Customer Service staff orientation programs and on- the-job training for CSA recruits
Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.
Handle all trace enquiries in accordance with service standards and processes.
Deliver best in class customer service by fulfilling each customer's unique needs while adhering to company's policies
Respond to customer queries regarding information on prices, customs requirements etc
Liaise with other departments and Operations to address issues on service recovery
Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction
Handle any overflow of calls from the Frontline where necessary
Adhere to existing customer service procedures as outlined in the department manuals while maintaining discretion to exercise flexibility when handling traces
Highlight areas for improvement, with suggested solutions - to improve company's procedures, technology and service to positively enhance customers' experience with the company.