Customer Service Agent - Ngành Logistics/forwarder/shipping

Maersk is hiring Customer Service Agent positions for separately Forwarder and Shipping Line business as following description.

• Focus on the key Customer Service Drivers: Easy to Business with; Timely Delivery of Documents; Pro-Active Notification; Exception Management; Efficient claim handling.
• Booking with vendors/ shippers
• Planning with vendors/ shippers (Vendor coordination)
• Query Resolution with shippers/Customers/Key Account Managers, timely resolution and response to customers
• Responsible for cross sell/up sell, customer retention.
• Follow up on the Outstanding bookings & query resolution
• Prepares contracts and charge structures in line with the Damco Policy
• Record and report the performance of the designated set of Solutions Customers that help provide suitable recommendations on: Service delivery wins + Service failures
• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.
• Comply to specific customer SOP and monitor respective KPIs
• Execute reports assigned by Assistant Manager/Manager

• Take ownership for business issues encountered by customer and act as a primary point of con-tact, be the Customer advocate internally.
• Guide new and returning customers with end-to-end shipping services through the onboarding
• Support customer on E-commerce channels and applications leading to the improvements of customer satisfaction
• Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions by identifying and analyzing root causes as well means for pre-venting future occurrence.
• Pro-active communication to customers on status of their shipments and pre-empt issues be-fore they become problems for the customers.
• Engage customers in performance reviews to discuss agreed performance standards and expec-tations with objective to continuously do even better for them.
• As part of Commercial Intelligence – understand and empathy, build strong relationships with customers, gain an understanding for their businesses, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence.
• Ask for more business opportunities from customers.
• Understand claims policy and its impact on company assets and handle with relevant desks to improve customer experience

- Fresher or 1 -3 years experience in a large Operations / Customer service teams in the Logistics sector is a plus
- Excellent communication skills and the ability to communicate confidently
- Passion to drive closures & high level customer service orientation
- Well organized when working under pressure
- Team player – Works together with others in the business unit to achieve results, fosters teamwork
- Good understanding of operational processes.
- Excellent customer service skills/experiences.
- Result-oriented self-starter with initiative and strong drive.
- Good interpersonal and communication skills.
- People management skills and/or experiences.
- Positive and proactive attitude.
- Good command of both oral and written English
- Proficiency in Computer skills.

- Attractive Salary & Allowance + 13th Salary + Yearly Performance Bonus
- 24/7 Healthcare Insurance
- Company trip and Team-building activities

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