SCM Customer Service AgentCÔNG TY TNHH MAERSK VIỆT NAM

Key Responsibilities
As Customer Service Agent, you'll play a vital part in our success:
• Owns and manages the customer experience. Manages end-to-end shipment process, in compliance with relevant company procedures and agreements with customer.
• Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class Customer Service.
• You will be the primary point of contact for key customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.
Key Responsibilities
• Deliver a best-in-class Customer Service experience.
• Responds to all enquiries in a timely and accurate manner.
• Ensure smooth execution of the end-to-end shipments.
• Exception Management & Resolutions.
• Regularly review and update SOP/IOPs.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Take ownership of the customer issues and solve in an urgent and responsible manner.
• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.
• Focuses on high-quality data to set a high standard for all the assignments managed.
• Proactively follow up and keep customer informed of any issues or changes to their shipment.
• KPI Achievement.
• Identify and execute upselling opportunities.