Customer Service Assistant - OPL Logistics

Description

Job Summary: Provide friendly and prompt service, register and track requests, ensure timely responses, contribute to problem resolution, serve as a communication link, and reinforce the company's image. Key Highlights: 1. Friendly and prompt service to internal and external customers 2. Organized registration and follow-up of requests 3. Communication link between requesters and involved departments **Mission:** Provide friendly and prompt service to internal and external customers, register and track requests in an organized manner, ensure timely responses, and contribute to resolving operational issues. Act as a communication link between requesters and involved departments, reinforcing a positive experience and the company's image. **Main Responsibilities:** * Register all customer service interactions and incidents in the CRM system, ensuring accurate data entry and maintaining an organized history for reference. * Provide initial service to internal and external customers, acknowledging their needs, collecting information, and directing them according to received instructions. * Forward requests to responsible departments (e.g., logistics, finance, sales), following the defined workflow 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 the scope of the role, and escalate to supervision when necessary. * Inform customers about the progress of their requests, communicating deadlines and guidance provided by responsible departments. * Support resolution of simple incidents, following instructions from Analysts/Supervisors. * Serve as the communication link between complainants and handling departments, ensuring clear information flow while respecting role-based workflows. * Update and organize data and documents related to incidents for reference and control. * Report recurring issues to immediate supervisors, without conducting analysis or proposing 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 tasks related to customer service, as required by supervisors. * 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 with various stakeholders.