The role will act as customer service in charge of customer facing activities and act as the client representative of Cargo Data Exchange Center, Inc. The role will internally coordinate and liaise with Product Support and Customer Service Supervisor for any escalation in order to ensure all client operational standards are followed and all concerns/issues raised are continuously addressed and improved.

Key accountabilities and responsibilities:

• Serves customers by providing product and service information and resolving product and service problems.
• Attracts potential customers by answering product and service questions and suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains and updates customer records as needed
• Record/log all concerns using RT - Ticketing System for visibility and reference purposes
• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Contributes to team effort by accomplishing related results as needed.
• Documents all communications via replying to email or sending an email based on what has been agreed over the phone or SMS
• Provide guidance to clients and escalate for guidance on exceptional cases.
• Ensure the overall process are being adhered strictly by related parties, any exceptions need to be escalated and approved prior execution
• Able to understand the Client’s business and facilitate exception in the most compliant way

Required experience & skills:

• Highly structured and analytical individual
• Ability to prioritize based on importance and urgency
• Strong stakeholder management skills
• Basic knowledge in export and import customs processing
• A dynamic, self-starting and action-oriented person with the ability to think strategically and to put strategy into practice
• Result driven combined with the ability to achieve results through people
• Industry experience preferred but not required
• Ability to find solutions to difficult issues
• A good mediator and able to resolve conflicts
• Able to manage difficult personalities
• Attention to details and able to analyze data/information
• Ability to multi-task
• Effective communication skills and ability to incorporate appropriate phone etiquette
• Continuous improvement mindset
• Intermediate to advanced MS Excel skills
• Bachelor's degree in IT/Computer Science and other related courses