Job Purpose:

The Officer is responsible for delivering positive experiences to all customers.

Reporting to this position:

Customer Service Executive (Note: The designations of the subordinate reports are indicative only. Actual designations may vary depending on the incumbent, and the role profile.)

1. Interact to build good commercial relationship with all customers.
2. Adhere procedures pertinent to the effective and efficient operation of the Customer Service Department.
3. Establish insights into customers’ needs and expectations, and provide inputs for product and service development.
4. Monitor programs and procedures to ensure on-time delivery, customer satisfaction and positive customer experience.
5. Establish in-depth working knowledge of the Company’s systems and processes and the logistics industry as a whole.
6. Deliver performance standards to meet service goals of the Company.
7. Explore feedback and reports to the Company regarding service failures or customer concerns.
8. Explore feedback to the Operations team to ensure all customers have accurate and timely information on order status and/or changes.
9. Any other duties as & when assigned.