Dedicated Customer Service Representative

4 weeks ago

Durban, KwaZulu-Natal, South Africa Kerry Kopp Recruitment Full time
About the Role

We are seeking an experienced and detail-oriented Inbound Customer Service Agent to join our team at Kerry Kopp Recruitment. As a key member of our customer service department, you will play a vital role in ensuring seamless interactions with our clients and maintaining high standards of customer satisfaction.

Key Responsibilities
  • Conduct thorough data quality checks on captured files to ensure accuracy and efficiency.
  • Coordinate with internal teams to request and upload ANFs into FCMS upon receipt.
  • Act promptly on all SOB requests to resolve issues efficiently.
  • Schedule the delivery of ANFs and correct invoices to clients seven days prior to the estimated time of arrival (ETA).
  • Process SARS via EDI within established deadlines to maintain smooth operations.
  • Regularly review Sentry reports to address any discrepancies or issues.
  • Update sailing schedules six weeks in advance to ensure accurate planning.
  • Verify vessel ATAs on Oasis and implement necessary actions.
  • Action re-direction and urgent movements with utmost priority.
  • Handle hazardous cargo by arranging and handing over trem cards and haz declarations to ICS as required.
  • Monitor NRCS and SAPS border stop containers for timely resolution.
  • Keep track of DAP and DDP shipments to prevent delays.
  • Send the outturn report to agents for follow-up.
  • Investigate damaged cargo and instruct ICS on handling procedures.
  • Process invoices within 24 hours of receipt and send proof of payment to relevant parties.
  • Monitor container release status on NAVIS for efficient logistics management.
  • Create accurate costing, including origin billing and invoicing, and follow up on amended invoices with corrected charges.
  • Manage assigned emails within specified timeslots and respond to messages within six working hours of receipt.
  • Oversight of allocated inbound clerks' functions to ensure cohesive teamwork.
  • Achieve monthly budget targets for volume and revenue.
Requirements

To succeed in this role, you should possess:

  • Excellent communication and interpersonal skills to build strong relationships with clients and colleagues.
  • Attention to detail and organizational skills to manage multiple tasks and prioritize effectively.
  • Familiarity with FCMS and other relevant systems to facilitate efficient workflow.
  • Ability to work independently and collaboratively as part of a team.
  • Strong problem-solving skills to resolve complex issues and improve processes.
  • Proficiency in MS Office Suite and ability to learn new software applications quickly.
  • Adaptability and flexibility to accommodate changing priorities and deadlines.
What We Offer

We provide a competitive salary package, including an estimated annual salary of $65,000, to support your career growth and well-being. Our company culture values innovation, teamwork, and continuous learning, providing opportunities for professional development and advancement. Join us in shaping the future of customer service excellence.

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