Client Servicing Associate

Key Responsibilities:

• Providing assistance with shipment tracking and delivery inquiries and drive regular engagement/quick

response

• Resolving issues related to shipments (missing or damaged packages, customs delays, or delivery

exceptions)

• CS Engagement via Ticketing module, getting timely response; Keep active track of timely closure of

tickets

• Assisting with billing inquiries such as explaining charges, resolving disputes and/or claims, or providing

information on payment options

• Providing support for shipping services and delivery options available, regulatory compliance,

documentation requirements, claim monitoring

• Analyze and support with insights to improve the process and internal operations and service levels
• Handling customer escalations-preparing RCA / CAPA and providing the solution
• Collaborate with internal stakeholders to maintain and increase performance of client accounts
• Designing SOP, mapping and freezing requirements, client NPS management and providing best solutions

to the business

Required Skills and competencies

• Excellent communication skills: You should possess strong verbal and written communication abilities to

effectively interact with customers and convey information clearly and concisely.

• Customer-centric approach: A deep understanding of customer needs and the ability to keep focus on

their issue is a fast paced and complex environment

• Problem-solving skills: You must be adept at analyzing customer issues, identifying root causes, and

providing appropriate solutions or escalating matters as needed.

• Time management: The ability to prioritize tasks, manage multiple inquiries simultaneously, and meet

deadlines is essential for efficient customer service delivery.

• Familiarity with customer-relationship management (CRM) software programs
• Problem-solving and critical thinking: You will encounter complex customer issues that require effective

problem-solving skills and the ability to think critically. You should be able to analyze situations, evaluate

available options, and propose viable solutions to ensure customer satisfaction.

• Flexible with the working schedule; may be expected to work weekends, holidays and events where there

is increased service demand