SPC Customer Service Agent
MaerskQingdaoUpdate time: August 29,2019
Job Description
The role of the export customer care agent is to own/manage the customer experience of his/her customers by managing the end-to-end shipment process in compliance with all company procedures and regulatory requirements.
We offer
Learning opportunity
- Change management
- Problem solving skills
- Shipping Knowledge
- Chemical Cargo/ MMA knowledge
- Communication Skills
- Process Excellence Knowledge
- Interpersonal Skill
- Commercial skill
Key responsibilities
1.Daily Business
- In charge of all issues after sales activities
- Thoroughly understand and comply with policies, procedures, manuals, guidelines, conference rules and regulations.
- Working with GSC team to fulfil customer’s requirement.
- Manage customer’s expectation with skilful communication step
- Participate daily commercial activity
- Pick up IPCC within 30seconds and handle customer’s request with professional service and helpful manner.
- Follow company policy and handle exceptional request from customers, like claim, COD, late gate-in, return shipment, sale lead, re-stuffing, DIT etc.
- Proactively monitor and manage the end to end shipment process to ensure cargo is transported as per transport plan that promised to customer and/or keep customer information for any relevant deviation.
- Provide hyper care service for new on board customer to dig out more cooperation opportunity.
- Understand our strength and selling points. Positively promote with customer.
- Trade related task completion within timeframe
- Response to customer calls within 30 seconds.
- Protect company reputation, resource and asset.
- Respond Outlook Messages / Case management / requests etc., latest by end of current working day or within 24 hours in correct manner and with appropriate wordings.
- Timely IPCC log-on/log-out during office open hour. Turn to ready as soon as back to the seat.
- Timely inform customer for the change and new company requirement, to avoid extra cost due to neglect.
- Take ownership to coordinate with other functions proactively to solve the problems instead of waiting and inaction. Keep every involved desk in the same page to ensure efficiency.
- Be alert with possible service failure and ensure all relevant parties are involved to prevent it from happening, especially for emergencies.
- Facilitate customer on E-Commerce.
- Build up good relationship with customer and prioritize different customer by offering tailor-made service.
- Understand customer’s business and needs / requirements through close communication with both sales and customer, consistently improve cooperation and process to mutual benefit for customer and company
- Show empathy and offer alternative solution when saying ‘no’ to customer. Control the risk by considering all situation or expertise consultant and fully communicate with the customer.
- Deliver all your commitments to customer, including but not limited to call back customer by committed deadline.
- Always conduct good communication with both external & internal customers & peers. Leave space to others.
- Inform and pacify client timely and sensitively in case of rolling and pro-actively assist to find best solution to minimize the impact.
- Handle customer complaints and claims promptly and sensitively in accordance with company policy.
- Turn claims into opportunities by handle them extra well and impress your customers.
- Attend to both internal/external visitors courteously and appropriately.
- Ensure that customers feel pleased, trusted and cared for.
- Evaluate waiver request in line with company policy/ commercial character. Escalate to correct desk with suggested waiver amount in connection with authority matrix.
- Develop and share trade/customer service -specific knowledge and experience with team members especially to new members to increase efficiency for whole team.
- Ensure timely attendance to team meeting and express thoughts and ideas in the appropriate manner.
- Give proper handover to your back-up colleagues at least 1working day prior to leave/ travel. Facilitate backup to understand your customer well and highlight the pending issue and exceptional case.
- Give full support to leave staff and appropriate handover after they return.
- Response all messages for your supported leave staff as self responsible customer. No reminder is permitted.
- Proactively express thoughts and ideas on personal training and development to Manager, which will enable you to perform better in you current and future job functions in company.
- Positively attend the training and give constructive feedback to organizer. Work out SMART action plan and carry out by deadline.
- Proactively approach Manager on training and PDP follow-up.
- Always ask if you are in doubt – regardless how senior and experienced you are.
- Follow all HR/FIN policy and guidelines as listed in employee hand book.
- Use LMS as self-learning tool. Finish all assigned courses by due date.
- Be professional and never bring personal emotion to work.
- Attend and organize WIG session and update scoreboard timely.
- Other tasks assigned by manager.
We are looking for
- Strong ownership with result orientation
- Proactively find solution rather than challenge only
- Positively handle various changes, meanwhile, try to optimize the as-is process with PEX thinking and customer oriented
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