Customer Care Associate

Job Description

• Receive and professionally handle incoming customer calls.

• Greet customers, collect necessary information (Customer ID, name, contact details), and retrieve customer history from the system.

• Actively listen to customer concerns and inquiries and accurately record details in the designated tracking system (Appsheet).

• Provide initial responses to customers, assign query/complaint numbers, and clearly communicate next steps and expected timelines.

• Refer customer issues to the appropriate department (Logistics, Finance, ASM, RSM/NSM etc..) according to established protocols.

• Follow up with relevant departments/personnel to ensure timely resolution of customer issues.

• Provide regular updates (at least every two days) to customers on the status of their complaints.

• Proactively identify and escalate unresolved issues according to established escalation procedures.

• Confirm issue resolution with the department responsible and inform the customer of the resolution and Close resolved complaints/queries in the tracking system.

• Maintain accurate and up-to-date records of all customer interactions in the tracking system.

• Adhere to company policies and standards.

• Utilize provided tools and resources effectively (SharePoint-based Excel tracker, phone line, contact sheets, terms and conditions and others).