Job description for Customer Service Console (LCL) Forwading at PT Milenial Solusi Internusa
Job description
About the role
PT. Milenial Solusi Internusa is seeking a Customer Service Console (LCL) to join our dynamic call centre team. This is a full-time position based in South Tangerang, Banten. In this role, you will be the first point of contact for customers, handling inbound and outbound calls whilst managing Less Than Container Load (LCL) shipping enquiries and concerns. You will be responsible for providing exceptional customer service, resolving issues efficiently, and ensuring customer satisfaction. This position is integral to maintaining our reputation for outstanding service delivery in the logistics and customer service industry.
Key responsibilities
- Handle inbound and outbound customer calls with professionalism and courtesy
- Process and manage Less Than Container Load (LCL) shipping inquiries and bookings
- Provide accurate information regarding shipping rates, delivery schedules, and service options
- Document customer interactions and maintain detailed records in the system
- Resolve customer complaints and concerns promptly and professionally
- Coordinate with logistics and operations teams to ensure smooth order processing
- Follow company protocols and quality standards during all customer interactions
- Meet or exceed daily call handling targets and performance metrics
- Provide feedback to management on customer issues and service improvements
- Support other team members when required to ensure efficient operations
What we're looking for
- High school diploma or equivalent education qualification
- Prior experience in customer service, call centre operations, or a similar customer-facing role
- Excellent verbal and written communication skills in Indonesian and English
- Strong problem-solving abilities and the capacity to handle multiple tasks simultaneously
- Proficiency in using computer systems, CRM software, and standard office applications
- Ability to remain calm and patient when dealing with difficult customers or situations
- Strong attention to detail and accuracy in data entry and record-keeping
- Reliability and commitment to meeting performance targets and deadlines
- Team player mentality with a willingness to support colleagues
- Knowledge of logistics or shipping operations is advantageous but not essential
