Customer Service Executive - Export - Maersk Line, Bangkok, Thailand
Purpose:
· Handle and arrange customer calls + email correspondences being as the primary and first contact point for the customers
· Manage Booking/documentation Turn time within the agreed Key Performance Indicator (KPI)
· Accept booking within established booking guidelines and Standard Operating Procedures (SOPs)
· Provide the highest level of service to the customer with the aim of achieving business retention
· Look out for every business opportunity
· Administer back-office functions of the Customer Service department
· Proactively manage issues related to product delivery to the Customer
· Support the Call Centre and Booking teams in servicing the Customer
· Handle and arrange system updates according to Standard Operating Procedures (SOP)s and guidelines
· Be World Class in Customer Service
Principal Accountabilities:
· Execute assigned tasks and all other necessary systems update correctly and timely
· Endeavour to resolve all-incoming correspondences by taking an ownership of each to follow up closely for resolution and keep the relevant desks such as sales, Operations and Finance updated on the status of the issue while feedback to the customer for the resolution or update in due time.
· Respond to all communication, i.e. either written or via phone call, within agreed Key Performance Index (KPI) to maximize the customer’s satisfactory level.
· Pacify the customers in writing whenever there is a service failures or whenever there is a service exception, such as in the case of cargo rolling and change of schedule and etc
· Communicate with internal and external customers constructively and in the most professional manner, thereby instilling confidence in the customers.
· Attend to e-mails within same day of receipt and revert internal & external party at fastest timely manner as possible.
· Attend to and communicate effectively on requirements and polices and thereby coordinate with all the relevant parties to ensure a smooth booking, documentation and invoicing process
· Be fully familiar and update the system within Maersk Line service scopes, service patterns, acceptance policies and all other matters of the same nature
· Correspondence with customers for any Booking related clarifications including amendments · Providing accurate, detailed and complete information “the first time and every time”
· Ensure the booking is priced correctly upon sending the booking confirmation
· Generate reports and monitor Transport Document Instruction (TDI) submission for timely manifesting to Customs according to Standard Operating Procedures (SOPs)
· Coordinate with the Global Service Centre to ensure the TDI is turnaround within the agreed Key Performance Index (KPI)
· Promote Maersk Line’s Documentation Practices in writing to the customers as and when required
· Own the issues that has been assigned, thereby follow up closely for resolution and keep the relevant desk
· Attend to e-mails within same day of receipt
· Take full ownership of the daily tasks and ensure these tasks are carried according to SOPs
. Report service and/ or product failures as soon as it is known
· Provide feedback on product and process improvement to the Supervisor or directly to the Head of Department
. Work closely with other departments to support the booking process
Position Specifications:
· Bachelor’s Degree in business management or related field
· 1 – 2 years experience in Customer Service related fields is preferred
. Experience in Import and Export Shipping Business is an advantage
Technical Skills:
· Excellent interpersonal and communication skills
· Energetic, Well-organized, Self-Initiated and good coordination skill
· Good analytical and problem solving skills – ability to look beyond the obvious and identify creative solutions
· Proven ability to deliver even under pressure / ensure easy transition
· Good working knowledge of MS Office products (Word, Excel, Power Point, Outlook), ability to quickly grasp and work with new software
· Good problem solving skills with the ability to seek alternative solutions
· Organizational and Time management skills : multi-tasking and prioritizing, planning work activities efficiently to meet deadlines
· Team player with proven ability to work under pressure
· Strong attention to detail with excellent follow-up.
· Adaptability to changes in the work environment - manages competing demands and is able to deal with frequent change, delays or unexpected events.
· Ability to quickly adapt & work with new software
Learning Opportunities:
· Applicable Maersk systems and processes
· Business rules in Agent’s Manual, Dry Acceptance Manual, DG and Reefer Acceptance Manuals etc
· Rules governing Carriage of Goods by Sea, Basic understanding on Common Law governing contract, International conventions such as, UCP500, ISBP and Hague Visby Rules
· World class customer service skills
· Soft skills such as turning complaints into opportunities, handling difficult customers and managing customers’ expectation and etc.
. Team work, cross-functional management & cross-cultural management
Contact information:
For more information, please contact thahrdrecruit@maersk.com or 02-7529021
· Handle and arrange customer calls + email correspondences being as the primary and first contact point for the customers
· Manage Booking/documentation Turn time within the agreed Key Performance Indicator (KPI)
· Accept booking within established booking guidelines and Standard Operating Procedures (SOPs)
· Provide the highest level of service to the customer with the aim of achieving business retention
· Look out for every business opportunity
· Administer back-office functions of the Customer Service department
· Proactively manage issues related to product delivery to the Customer
· Support the Call Centre and Booking teams in servicing the Customer
· Handle and arrange system updates according to Standard Operating Procedures (SOP)s and guidelines
· Be World Class in Customer Service
Principal Accountabilities:
· Execute assigned tasks and all other necessary systems update correctly and timely
· Endeavour to resolve all-incoming correspondences by taking an ownership of each to follow up closely for resolution and keep the relevant desks such as sales, Operations and Finance updated on the status of the issue while feedback to the customer for the resolution or update in due time.
· Respond to all communication, i.e. either written or via phone call, within agreed Key Performance Index (KPI) to maximize the customer’s satisfactory level.
· Pacify the customers in writing whenever there is a service failures or whenever there is a service exception, such as in the case of cargo rolling and change of schedule and etc
· Communicate with internal and external customers constructively and in the most professional manner, thereby instilling confidence in the customers.
· Attend to e-mails within same day of receipt and revert internal & external party at fastest timely manner as possible.
· Attend to and communicate effectively on requirements and polices and thereby coordinate with all the relevant parties to ensure a smooth booking, documentation and invoicing process
· Be fully familiar and update the system within Maersk Line service scopes, service patterns, acceptance policies and all other matters of the same nature
· Correspondence with customers for any Booking related clarifications including amendments · Providing accurate, detailed and complete information “the first time and every time”
· Ensure the booking is priced correctly upon sending the booking confirmation
· Generate reports and monitor Transport Document Instruction (TDI) submission for timely manifesting to Customs according to Standard Operating Procedures (SOPs)
· Coordinate with the Global Service Centre to ensure the TDI is turnaround within the agreed Key Performance Index (KPI)
· Promote Maersk Line’s Documentation Practices in writing to the customers as and when required
· Own the issues that has been assigned, thereby follow up closely for resolution and keep the relevant desk
· Attend to e-mails within same day of receipt
· Take full ownership of the daily tasks and ensure these tasks are carried according to SOPs
. Report service and/ or product failures as soon as it is known
· Provide feedback on product and process improvement to the Supervisor or directly to the Head of Department
. Work closely with other departments to support the booking process
Position Specifications:
· Bachelor’s Degree in business management or related field
· 1 – 2 years experience in Customer Service related fields is preferred
. Experience in Import and Export Shipping Business is an advantage
Technical Skills:
· Excellent interpersonal and communication skills
· Energetic, Well-organized, Self-Initiated and good coordination skill
· Good analytical and problem solving skills – ability to look beyond the obvious and identify creative solutions
· Proven ability to deliver even under pressure / ensure easy transition
· Good working knowledge of MS Office products (Word, Excel, Power Point, Outlook), ability to quickly grasp and work with new software
· Good problem solving skills with the ability to seek alternative solutions
· Organizational and Time management skills : multi-tasking and prioritizing, planning work activities efficiently to meet deadlines
· Team player with proven ability to work under pressure
· Strong attention to detail with excellent follow-up.
· Adaptability to changes in the work environment - manages competing demands and is able to deal with frequent change, delays or unexpected events.
· Ability to quickly adapt & work with new software
Learning Opportunities:
· Applicable Maersk systems and processes
· Business rules in Agent’s Manual, Dry Acceptance Manual, DG and Reefer Acceptance Manuals etc
· Rules governing Carriage of Goods by Sea, Basic understanding on Common Law governing contract, International conventions such as, UCP500, ISBP and Hague Visby Rules
· World class customer service skills
· Soft skills such as turning complaints into opportunities, handling difficult customers and managing customers’ expectation and etc.
. Team work, cross-functional management & cross-cultural management
Contact information:
For more information, please contact thahrdrecruit@maersk.com or 02-7529021
Post a Comment