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Job description / Role
POSITION PURPOSE:
- To be the initial point of contact for all customer inquiries either by phone or by email, processing all relevant information to finalize a sales inquiry or a Customer Care Report.
RESPONSIBILITIES/DUTIES/FUNCTIONS TASKS:
- Responsible for coordinating customers requirements to survey and quoting department.
- Responsible for all sales that are not assigned to a sales person or agent booking.
- Answer phone calls and act as the initial point of contact for the customer.
- Take responsibility for managing customer care inquiries and complaints.
- Follow up on quotations, answering customer queries, advising on additional products to cross sell. Increase sales of additional services and insurance products.
- Compile and complete relevant information in order to facilitate a quote.
- Work closely with the surveyor and quoters to respond to all customers inquiries.
- Liaise and understand the roles of the moving crew, operations manager and move coordinators. Use Intrack to obtain and record information in an accurate and timely manner.
- Visit customer locations when necessary.
- Record and summarize results of CCR's daily so accurate weekly and monthly reports can be compiled and submitted to the relevant people.
- Process Customer Care Reports; investigate complaints and all scores below 5.
- Complete CCR procedure entering on spreadsheet.
- Follow up on complaints, investigate and write initial response letters to customer complaints, feeding back to relevant staff to ensure action is taken and quality is improved.
- Analyze business trends and communicate findings to the concerned departments.
- Show initiative, take accountability and work unsupervised .
- Train new recruits and identify trends and training needs for Move One staff.
- Other duties as reasonably assigned.
Requirements
CANDIDATE REQUIREMENTS:
- Previous experience working in a customer care/customer service role is essential.
- Fluent in spoken and written English essential.
- Clear and articulate phone voice.
- Pleasant, calm, tactful, polite and friendly. Team player.
- Good attention to detail. Interact professionally with other employees, customers and third parties.
- Good IT skills including Excel.
- Flexible attitude to work Adaptable and flexible to the changing needs of the business.
- Pro-active, enthusiastic self starter who can work independently.
WORK REQUIREMENTS
- Interact professionally with other employees, customers and suppliers.
- Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
- Perform quality work within deadlines with or without direct supervision.
About the Company
For over 25 years, Move One has provided seamless international logistics, relocations, moving, and pet transportation services across the globe. A leader in emerging and frontier markets, we understands our customer requirements and difficulties they face operating in challenging environments.
Move One has provided project logistics in support for military, humanitarian organizations, and the energy sector throughout the developing world. With operations in Eastern Europe, the Balkans, Central Asia, the Middle East, and most recently the African region. Move One has the necessary experience, local knowledge, and resources to execute on any logistic project.
Move One
When it’s Not Just a Box.