Job Description

• Receive and log customer queries from multiple channels (email, system tickets, chat).
• Categorize queries accurately (billing, shipment status, documentation, service issues, etc.).
• Acknowledge customer queries within defined service timelines.
• Provide standard responses for routine queries using approved templates and guidelines.
• Track query status and follow up with internal stakeholders (operations, billing, sales).
• Escalate complex or unresolved cases to senior team members.
• Update systems with accurate resolution details and closure notes.
• Ensure responses follow company service standards and tone guidelines.
• Assist in documenting FAQs, standard operating procedures (SOPs), and response templates.
• Maintain query logs and dashboards in Excel or internal systems.
• Analyze common query trends and recurring issues.
• Support preparation of weekly/monthly reports on query volumes and turnaround times.

Qualifications

• University Degree or equivalent by experience.
• Well verse with Microsoft Excel and SAP.
• Good communication in English: Oral and Written.
• Ability to analyze with logical thinking process.
• Attention to details and able to meet tight deadline.
• Engage, communicate and build network with the AR, Billing, BPO teams.
• Customer oriented.
• Process oriented and able to work under pressure.
• Team Player and highly collaborative.