About the job

1. Ensure all issues with the company website and apps are noticed and reported in a timely manner.

2. Respond to all emails, phone calls, WhatsApp messages, social media engagements and live chat messages in real time or within 15 minutes from when they are sent.

3. Ensure real time status updates of all client requests across all 5 service areas 4. Work with sales/marking staff to convert prospects into actual and satisfied users.

5. Provide an exceptional customer experience to all clients – online, over the phone and in person

6. Create tickets for all issues and track them until resolution

7. Work with development team to test and deploy new releases or bug fixes

8. Ensure accurate sorting and delivery of all items before expected delivery date

9. Work hand in hand with other departments to purchase, update, process, ship, clear and deliver packages

10. Coordinate and create all needed shipping documents for both imports and exports in a timely fashion ensuring all IATA and IAC guidelines are met

11. Track shipment progress on third party sites until arrival at destination country

12. Ensure received packages from remote offices are delivered to clients intact and as received 13. Prepare a daily turnover report to upcoming shift and management on status of daily tasks

14. Complete daily checklist in a timely manner before noon each working day.

15. Ability to examine online stores and successfully complete purchase requests

16. Familiarity with the operations in the shipping industry, to include but not limited to, pick ups, drop offs, Bill of Laden, Commercial Invoice, etc

17. Good understanding of common and advanced terminologies in the shipping industry

18. Create packing lists and delivery slips in a timely manner

19. Work with the finance team to reconcile expected payments with actually received payments and follow up on all payments due

20. Ensure all items in pending status are followed up on within a few hours from when they care created

21. Provide timely updates to members on delayed shipments

22. Ensure company phone WhatsApp number is used to broadcast company activities on a weekly basis

23. Ability to comfortably use computers, a variety of mobile devices and Microsoft office applications to include navigating web pages and apps.

24. Ability to walk a user remotely over the phone through issues encountered with our platform (website and apps) or to walk a user remotely over the phone or in person on how to use our platform.

25. Able to market the company to include attending events to promote the company

26. Excellent customer service and able to professionally interact with customers in person and over the phone

27. Able to quickly learn new programs and processes

28. Able to write and update training guides on existing processes or new ones.

29. Open to flexible work hours, to include periodic early morning starts/late nights and weekend work.

30. Receive and process exports in a timely manner

31. Flag suspicious activities and report to management for next steps

32. Work effectively to cut down on delivery window by hours and days

33. Other roles as assigned by management