Customer Service Assistant - OPL Logistics

Description

Job Summary: Provide friendly and prompt customer service and support, recording and tracking requests, serving as a communication link, and contributing to the resolution of operational issues. Key Highlights: 1. Friendly and prompt service to internal and external customers. 2. Communication link between requesters and involved departments. 3. Organized recording and tracking of requests. **Mission:** Provide friendly and prompt service to internal and external customers, recording and tracking requests in an organized manner, ensuring timely responses and contributing to the resolution of operational issues. Act as a communication link between requesters and involved departments, reinforcing a positive customer experience and the company's image. **Key Responsibilities:** * Record all customer interactions and incidents in the customer service system, ensuring accurate data entry and maintaining an organized history for reference. * Conduct initial customer contact (internal and external), acknowledging requests, collecting information, and directing them according to provided instructions. * Forward requests to responsible departments (e.g., logistics, finance, sales), following defined workflows without making independent decisions. * Monitor open tickets, verifying status with involved areas and updating records in the system. * Follow up with responsible parties when responses are delayed, within role boundaries, and escalate to supervision when necessary. * Inform customers about request progress, communicating deadlines and guidance provided by responsible departments. * Provide basic support in resolving simple incidents, following instructions from Analysts/Supervisors. * Serve as the communication link between complainants and handling departments, ensuring clear information flow while respecting procedural responsibilities. * Update and organize data and documents related to incidents for reference and control. * Report recurring issues to the immediate supervisor, without analysis or independent proposal of improvements. * Provide basic feedback to internal departments (e.g., sales and logistics) when requested or as specified in the process. * Immediately escalate non-standard situations, lack of response, or critical impacts, following leadership guidance. * Perform administrative support activities related to customer service, as directed by the supervisor. * Strictly adhere to established SOPs (Standard Operating Procedures) to ensure correct task execution. * Immediately record and report any anomalies, failures, or non-conformities observed during task execution, contributing to continuous process improvement. * Attend meetings and alignment sessions whenever summoned, providing technical and operational input relevant to the role. * Safeguard the company’s image across all stakeholder groups.