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Job Description:

Senior Resolution Assist – Export / CEC / ERN

Job Summary
The Resolution Assist manages customer relationships for Brokerage products and will be the one point of contact for customer enquiries. They will have a strong command of the company's customer service policies, and be well-versed and trained in product knowledge that can be critical for offering quick and accurate resolution to customer enquiries. Resolution Assist will manage the internal communication with teams auctioning the enquiries and will be responsible to follow up and help close out Internal and external enquiries

Job Duties

Directly support the Brokerage Assist portfolioAnswers, manage and follows up incoming customer enquiries (internal and external) regarding custom brokerage items with but not limited to the use of CEC / ERN / email / phone.Support brokerage export declaration activities by applying the regulated declaration requirement by assessing shipment detailsCommunicate with customers and UPS broker when necessary to facilitate export declaration submission.Work with the product training teams to stay updated on product and process knowledge and be informed of any changes in company policiesResponsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customerSolve customer’s problems (Internal and external) while turning frustrated customers into repeat customersTake action in dealing with repeating situations, creating CAP’s to overcome and prevent the root causeUpdate and track customers’ enquiriesMaintain and generate customer reports as requiredPerforms tasks as directed by management

Applicable only to Brokerage Partner

NA

Job Competencies

High level of aspiration to want to helpDemonstrate a calm and high level of willingness desire to helpNeed to speak local language and English (country specific)Confidently communication through verses channelsCan demonstrate high level of ability for customer facing dialogueThe ability to remain calm under pressureAbility to work as part of a teamWilling to show initiativeAbility to adhere to safety regulations and promote a safe work environmentReliable, with high integrity and strong work ethicAbility to keep a positive attitude in a fast-paced environment

Requirement

Education : Bachelors / Technical/Vocational Degree - PreferredAccomplishments : Experience – PreferredAlternatives (If Applicable) : BROKERAGEExperience in similar roles and similar industry a mustAbility to multitask multiple projects and provide guidance to workgroup

Employee Type:
 

Fixed Term (Fixed Term)

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