Sales & Account Management Specialist - Manila

Duties and Responsibilities

• Role entails the person to manage accounts for Enterprise customers in a timely, professional manner via phone and emails.
• Responsible for communicating with customers, establishing and resolving customers’ concerns, and assisting in general customer service duties internally and externally related to their freight forwarders' needs.
• Handling customer queries on tracking and tracing of shipments, shipment pick-ups, customs issues and documentation, lost and damaged shipments.
• Handling customer queries on invoice disputes that have been raised to the Billing Department
• Work directly with internal departments to ensure the best services to customers.
• Guiding customers through proper channels and processes to process requests for claims that have been raised to the Claims department
• Maintaining a high level of quality in the calls and emails being handled to ensure seamless customer service and customer experience.
• Managing customers’ accounts and liaising with customers for administrative purposes and when required, providing troubleshooting assistance for orders, account statuses and other problems.
• Performing data entry and status updates for internal sales executives.

• Conduct calls to schedule appointments and meetings for sales and customer acquisition via online tools. (Not hard selling)
• Prospect and find new business opportunities to call and schedule meetings with.
• Retention and winning back of dissatisfied customers.
• Maintaining organized and accessible notes and reports within the company’s CRM using Freshdesk & Hubspot.
• Reporting of day-to-day activities and unusual activities to superiors.

Experience, Qualifications & Skills:

• Excellent English communication - both verbal and written.
• Needs to have a flair and experience of customer service skills in an Inbound BPO environment.
• Highly self-motivated individual.
• Experience required in Customer Service, Sales and Customer Retention.
• Needs to be highly organized when working using online tools and calendars to organize work schedules, meetings and tasks.
• Ability to multi-task while still being able to focus and remain organized with the work, meetings and conferences.
• Should have advanced knowledge on working with MS Office Suite including Excel, Word and Powerpoint Presentation.
• Should have knowledge and experience working on various online and virtual conference tools for meetings and conferences and also has knowledge in scheduling meetings through meeting invites and calendar requests.
• Experience in Logistics Account – PREFERRED
• High School Graduate with minimum 2 years' experience (1 year is fine if mainly revolved around logistics) experience in an International BPO (Preferably USA and Canada) or
• College Graduate with at least 1 year of experience in an International BPO (Preferably USA and Canada)
• Willing to work onsite