Customer Support Coordinator

Main Objectives of this position:

To ensure timely and effective customer support by coordinating issue resolution, managing customer inquiries, and fostering strong relationships between customers and internal teams for a seamless service experience.

Masters in HR and Marketing

Design & Video Editing Creation

MS Office

           FIS System Knowledge

Function and duties:

• Customer Experience & Engagement:

• Customer Education: Trained customers on ODEX to ensure smooth adoption and usage.

• Proactive Communication: Responded promptly to customer inquiries, providing expert guidance.

• Customer Feedback: Collected NPS feedback through proactive calls to improve services.

• Import Expertise: Acted as a go-to resource for import-related queries and guidance.

• Project & Process Engagement:

• Team Collaboration: Worked with ODEX team to resolve issues and optimize platform performance.

• Sales Support: Managed urgent email inquiries, ensuring swift case resolutions.

• Training & Growth: Completed functional HIP training to stay aligned with company standards.

• Process Improvement: Implemented new procedures and updates as communicated by management.

• OBL Issuance & Documentation Management:

• OBL Issuance & Acceptance: Managed OBL issuance, ensuring compliance for smooth releases.

• Document Verification: Ensured all documents met requirements for efficient customer delivery.

• Container Release: Printed delivery orders, made amendments, and updated the system quickly.

• Local Stamping: Ensured mandatory document requirements were fulfilled before release.

• Operational Excellence:

• ODex Management: Provided SW Delivery Orders and checked payment approvals on ODEX.

• Record Maintenance: Managed blank BL forms and ensured accurate data recording.

• Delivery Instructions: Processed and updated delivery details in the FIS system.

  Success Criteria for Position:

• Able to work well with others and follow guidelines 

• Positive attitude

• Receptive and be able to grasp new ideas and motivate oneself for personal development

• Adaptability and Resilience

• Very good command of written and spoken English