Customer Service Representative

Duties and Responsibilities:

• Performing POD validation and related tasks

• Assist in maintaining trackers 

• Processing order validation requests from customer support team or other departments and other related tasks

• Assist in gathering data for escalation review 

• Conduct basic investigation through internal systems to assist in resolving customer issues

• Escalate complex, urgent, critical issues that require other department's help to relevant teams

• Reach out to customers to provide updates regarding complaints follow - ups, and or validation, or gather additional information as needed

• Follow communication procedures, guidelines and policies

• Provide accurate, valid and complete information by using the right methods/tools 

• Other tasks may be assigned by the Assistant Team Lead, Team Lead, Customer Support Manager and Head of Customer Service.
   

Qualifications:

• Skills in using ticketing systems is a plus

• Familiar with using MS Excel, PPT or equivalent Google programs (GSlides, GSheets) but not required

• Strong phone contact handling skills and active listening

• Can generate creative solutions

• Can work well under pressure

• Must be a team-player

• Must be adaptable to change according to business needs

• Willing to work on shifting schedules