17/06/2024
Dịch vụ khách hàng , Vận chuyển / Giao nhận / Kho vận , Xuất nhập khẩu
Nhân viên chính thức
Cạnh tranh
1 - 3 Năm
Nhân viên
11/07/2024
VELA INTEGRATED LOGISTICS CORPORATION - A strategic member of ITL.
PURPOSE AND SCOPE
1. Respond to customer inquiries as VELA’s one-stopped Customer service toward to Customer satisfaction
2. Verify Booking request information or Create Booking on platform to ensure Booking information is valid before transfer to Operation
3. Arrange billing process to collect payment from Customer and to settle payment to Vendor follow contracted billing cycle
PERFORMANCE
- Interact, verify, classify customer/supplier’s inquiry to assign to related internal department exactly and timely
- Coordinate with internal to solve and feedback to all issues/ complaint from Customers/ Suppliers
- All tickets opened on Omni-channel Customer service system are followed until closed
- Collect customer contact information via Omni-channel Customer service system and update CRM
- Support Users on using platform follow SOP - Booking verification/ creation on time
- All Client booking information is valid before transfering to Operation
- Arrange Billing process to settle payment to Vendors accurately and timely follow contracted payment term.
- Arrange Billing process to collect payment from Customers accurately and timely follow contracted payment term.
- Do reports as superior request on time & accurately
CUSTOMER SATISFACTION
- Coordinate with internal to solve and feedback to all issues/ complaint from Customers toward to Customer satisfaction on VELA service
- Arrange Billing process with minimum mistake
- Deliver best support in scope of responsibility to Customer
OPERATION EXCELLENCE
Deploy platform and Ommi-channel CS system
- All inquiries/issues/complaints of Customers/Suppliers ared opened ticket on Ommi-channel CS system
- All tickets opened on Omni-channel Customer service system are followed until closed
- Booking is verified & completed on platform - Booking information is valid before transfering to Operation
- Complete Billing process to Customers/Suppliers on platform and manual
Duties and responsibilities include, but are not limited to:
- Coordinate with internal to solve and feedback to all inquiries from Customers/ Suppliers
- Interact, verify, classify customer/supplier’s inquiry to assign to related internal department
to take action via Omni-channel CS system include:
+ Platform user support
+ Cargo isssues
+ Request for service
+ Complaint and feedback
+ Others
- Open ticket on Omni-channel Customer service system for each inquiry
- Follow all tickets untill they’re closed - Close all tickets
- Collect customer contact information via Omni-channel system and update to CRM
- Receive and verify Booking request from customers or create Booking on platform o/b customers. Scope of service is include: International freight, Domestic transportation, Customs clearance, Warehousing - Arrange Billing process to settle payment to Vendors accurately and timely follow contracted payment term.
+ Verify & confirm SOA & payment documents from Vendor + Submit payment request to Finance department to settle payment to Vendors
+ Follow payment progress - Arrange Billing process to collect payment from Customers accurately and timely follow contracted payment term.
+ Create Debit Note/SOA to Customer
+ Get customer confirmation on Debit Note/SOA
+ Submit payment documents to Customer
- Update new Regulation/ Notice related to Operation to Customer upon practice situation
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