Customer Service Executive (VELA)Công ty cổ phần giao nhận và vận chuyển indo trần

Mô tả Công việc
VELA INTEGRATED LOGISTICS CORPORATION - A strategic member of ITL.
PURPOSE AND SCOPE
1. Respond to customer inquiries as VELA's one-stopped Customer service toward to Customer satisfaction
2. Verify Booking request information or Create Booking on platform to ensure Booking information is valid before transfer to Operation
3. Arrange billing process to collect payment from Customer and to settle payment to Vendor follow contracted billing cycle
PERFORMANCE
- Interact, verify, classify customer/supplier's inquiry to assign to related internal department exactly and timely
- Coordinate with internal to solve and feedback to all issues/ complaint from Customers/ Suppliers
- All tickets opened on Omni-channel Customer service system are followed until closed
- Collect customer contact information via Omni-channel Customer service system and update CRM
- Support Users on using platform follow SOP - Booking verification/ creation on time
- All Client booking information is valid before transfering to Operation
- Arrange Billing process to settle payment to Vendors accurately and timely follow contracted payment term.
- Arrange Billing process to collect payment from Customers accurately and timely follow contracted payment term.
- Do reports as superior request on time & accurately
CUSTOMER SATISFACTION
- Coordinate with internal to solve and feedback to all issues/ complaint from Customers toward to Customer satisfaction on VELA service
- Arrange Billing process with minimum mistake
- Deliver best support in scope of responsibility to Customer
OPERATION EXCELLENCE
Deploy platform and Ommi-channel CS system
- All inquiries/issues/complaints of Customers/Suppliers ared opened ticket on Ommi-channel CS system
- All tickets opened on Omni-channel Customer service system are followed until closed
- Booking is verified & completed on platform - Booking information is valid before transfering to Operation
- Complete Billing process to Customers/Suppliers on platform and manual