I. Brief Description

This position is to provide standard services to both internal & external customers as required per company policy. Develop and maintain customer loyalty through provision of exceptional services in line with customer’s expectation. Perform other ad hoc tasks assigned by superior.

II. Key Result Areas

1. To provide service excellence so as to develop and maintain customer loyalty – measured by customer satisfaction survey.

2. To have the profound knowledge of APL business as well as the shipping industry, process & policy compliance. – measured by DPM.

3. To be the backup of CS supervisor to monitor team performance and raise the valid proposal to ensure continuous improvement

III. Key Accountabilities/Duties

1. Coordinate with both internal & external customers to ensure shipments are in good order and meet customers’ requirement.

2. Identify problem arisen in the daily work and provide timely & effective solution, ensure escalation process is well carried out.

3. Commit on system enhancement and process improvement, work out special/tailor-made services to meet customers’ satisfaction.

4. Implement a consistent & enhanced customer relationship management process.

5. Provide technical training & coaching to CS new team members.

6. Exhibit well teamwork spirit & potential leadership capability to act the role of supervisor in lieu.

7. Assist Manager/Supervisor to work on project, handle any other ad hoc tasks assigned by superior

IV. Incumbent specification

Good command of both spoken and written in English, understand shipping regulations

Team work, Listening & Communication skill, customer knowledge

上班地址：广中西路555号宝华国际广场