Customer Service Executives supposed to formulate resolution and response in a timely and accurate manner. The aim is to provide excellent customer services and establishing the expectations. The main responsibility is to define a customer service strategy of the organization such as training, technology, developing, and improving A customer service executive has the main duty to answer to customer's enquiries using the standard guidelines properly.

General :

- He or she has to take ownership of complaint and queries of the customers and proactively following through to resolution.

- It will be the responsibility to make sure that all customers- queries are well-investigated and resolved.

- He or she has to escalate queries to supervisor if appropriate.

- He or she has to assist the management and Team Manger with any assigned special projects and in specific task.

- He or she has to provide backup to the team manager when required.

- It will be the responsibility to maintain working cognition of each customer service process for various market segments.

- He or she needs to communicate issues to team manager when needed.

- He or she has to work for the staff as well such as developing and mentoring new staff to satisfy customer service requirements.

- It will be needed to maintain the coordination and professional strong working relationship with external and internal customers, colleagues, and customer service management.

- He or she has to convey positively to the team members and support the decisions made by customer service management.

- Identifying and escalating consistent or recurring problems with the systems functionality.

- He or she needs to work for ensuring the cost effective and the most efficient service.

Operations :

- Initiate filing request (all STPI/duty paid) received from Implant/Client (Annexure Sheet.doc)

- Scrutinizing of documents, revert if case of discrepancies

- Instruction sheet to be filled and pass instructions to Users for preparing required documents (mentioning Scope: Billing, Transport, Loading and Un Loading)

- Check respective client outstanding, Credit Limit, and request to settle if crossing the due dates, request for advance wherever required

- Coordinate internally and externally for DO collection, other carrier/FF related jobs and ensure shipment clearance and its delivery within time

- Provide daily updates on their shipment to Client / Implant and cc: Team Leader

- Coordinate with various departments (Internally) for deviations if any in the process; resolve it or Escalate

- Daily review of pending activities with OPS In-Charge and seek solutions

- Ensure to close the activities within TAT to avoid escalations & dissatisfaction of client

- Ensure all completed transactions jobs / files are submitted to Invoice Desk for billing and submitted to client within the stipulated time.

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