General staff of Customer Service Export, Europe Trade - Maersk Line, Shanghai, P.R.C.
Purpose:
· To be overall responsible for customer service daily operation
Scope:
· ML Export customer service
Main Responsibilities
· Handle all customer contact and queries relating the operational processes, including specific customer requests
· Ensure deliver all relevant notices to our booking agents or specific clients
· Assist and direct our customers in the use of e-commerce and other self-service tools
· Generate new ideas;share best practices and optimize workflows and working procedures to improve the productivity and customer experience
· Telephone pick up timely and in professional manner
· Ensure clear communication with both external customers and internal shareholders.
· Work within a team as well as independently to ensure that the best possible financial result is achieved for the Company and Principals.
· Resolve cross-team and cross-functional issues with strong ownership.
· Resolve end to end process conflicts with other counter parts.
· Regular or ad-hoc joint sales call with sales team to key clients on ad-hoc basis.
· Strictly obey office rule and ensure own good team spirit.
· Perform within areas of responsibility as outlined above. This includes but not limited to accuracy and quality of work, quantity of work, problem solving and decision-making and tasks delegated by Team Manager
Performance Measurement Areas:
· Volume of assigned key client within team responsibility
· General CY accountability (area performance)
· CSS result for clients
· Cross-functional collaboration
· Customer Service Scoreboard performance
· Initiatives in improving customer experience and driving volume
Behaviours and competences
> Customer Focus:
· Ensure that customers feel pleased,trust and cared for, and they have confidence in our ability to represent their best interests regardless of the circumstance.
· Be a role model for representing the voice of the customer throughout the organisation whilst protecting Maersk Line’s interests.
> Attitude for Excellence:
· Follow up and demonstrate a proactive approach in problem solving skills to getting to the root of the problem.
> Communication & Building Relationships:
· Explain to the customer the specific requirements in relation to their bookings and clarify that they have a clear understanding of our/their role in the process, timeframes etc.
· Actively work together with other functions to ensure the easiest and most professional experience possible to our customers.
· Promptly keep customers informed about changes which will have an impact on them and answer any queries that they may have in relation to these queries.
> Driving the business and CY
· Take responsibility for understanding the wider business goals and achieving of them by cooperating with cross function
> Capacity to handle change
· Receive change with positive mindset, see changes as opportunity rather than challenge.
Learning opportunity
· Customer relationship management
· Understand key client's requirements and their business
· The knowledge of process excellence
· Inside sale skill in exploring new business opportunity from key clients
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