The Maritime Intelligence Customer Success team is an enthusiastic, flexible team who are always pushing themselves to understand their customers and how our services can enable them to be successful. The team spans 3 global regions and is supportive and collaborative to resolve issues and engage with customers. Our success is measured by performance SLA, increasing our customer usage and developing leads along side account managers. 

In this role you will be expected to:

• Deliver a world class standard of Customer Service managing inbound customer enquiries and delivering effective solutions
• Tracking all interactions on Salesforce 
• Develop and implement plans to proactively drive customer online usage and success
• Meet the required KPIs and ensure your client facing activity beats standards and expectations
• Continually improve your product and industry knowledge to ensure the best support can be offered to all clients
• Lead by example in all forms of Client communication
• Be the voice of product end users, capture and represent their business requirements and feedback to internal stakeholders 
• Drive and take the lead in continuous improvement projects
• Contribute fully to the objectives of your Division and achieve the personal objectives set by your manager

• Mandarin and English Business level fluency for spoken and written language will be essential as the incumbent will be liaising with with both English and Mandarin speaking clients.
• Candidates who are able to converse in Japanese business standard language will be a plus.
• Presentation skills to deliver face to face and virtual training demonstrations
• A self-starter with a commercial focus
• Ability to listen, articulate complex solutions in a simple and coherent manner
• Strong inter-personal and communication skills
• Outgoing, confident and engaging
• Self-critical and able to take on board advice and constructive criticism
• Quick learner able to learn new systems and processes
• Analytical skills to segment and report data
• Preferred knowledge of Data analytics and Machine Learning
• Preferred experience using Salesforce cases

Looking for enthusiasm to delight and build relationships with customers, goal of continuous personal improvement and attention to detail. This role comprises both customer support and proactively driving success.