dispatch/ Customer Service/logisticsOrigo BPO Pty Ltd

The Customer Service/Dispatch corresponds with customers concerning sales and service inquiries. This position obtains and accurately records information and data critical to facilitate effective service delivery and exceed customer expectations. This role is also responsible for prioritizing and organizing service requests in preparation for dispatch.
Key Responsibilities:
Respond to inbound customer calls concerning sales or service inquiries
Enters service calls in client's ERP system - technician's request and/or email from third party portals
Obtain information from the customer and enter data in real time into the appropriate database to facilitate effective service and appropriate follow-up
Determine type of service request, geography, warranty and equipment information based on customer request
Track and code customer inquiries and complaints and follow-up as necessary
Identify and escalate priority issues
Route calls to appropriate resource
Document all call information according to standard operating procedures
Completes call logs
Work with other departments including dispatch, billing, credit, parts and field management to respond to customer inquiries and ensure resolution
Make outbound calls as needed to obtain information and provide responses to customer inquiries
Skills and Qualifications:
2+ years' customer service experience in a fast-paced environment
Preferably with Dispatching experience
Previous customer service experience in a call center, service business
Customer service orientation
Ability to work independently
Excellent written and verbal communication
Excellent telephone etiquette customer service skills
Listening skills
Problem analysis and problem solving
Ability to multi-task and prioritize with organizational and time management skills
With good attention to details
Strong computer skills in a Windows-based environment, with the ability to learn unique and proprietary software