Customer Service

Are you open to a career opportunity? We are looking for a few customer services to be based in Ho Chi Minh City. Here are the opportunities we are having at the moment:

A.) Customer Service Touch Agent
B.) Export CARE Business Partner

A.) CUSTOMER SERVICE TOUCH AGENT
- Want to be a Customer Service Agent? Sealand – A Maersk Company Asia is giving you the opportunity which you may not want to miss it!!

We offer
- Acquire knowledge of the trade and customers in the shipping industry
- Acquire more in-depth knowledge of Customer Service procedures both import and export
- Acquire good command of communication with external customers and internal colleagues.
- Learn the effectiveness of team-working.
- Learn basic knowledge of Sales roles as you work with them as a team.

Key responsibilities
- Take ownership for business issues encountered by the customer and act as a primary point of contact, 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 in 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 preventing future occurrence.
- Pro-active communication to customers on the status of their shipments and pre-empt issues before they become problems for the customers.
- Engage customers in performance reviews to discuss agreed performance standards and expectations with the 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
- Understand and be familiar with local KPIs and act in line with set targets in coordination with internal stakeholders. Drive continuous improvements opportunities.
- Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.

B.) Export CARE Business Partner
The role of the Export CARE Business Partner is to own/manage the customer experience of his/her customers. This includes proactively monitoring and managing the end-to-end shipment process in compliance with all company procedures, ensuring that the cargo is transported as per the transport plan promised to the customer and/or that the customers is kept informed of relevant deviations. Building relationships with the customers, understanding their business drivers should be leveraged to continuously improve cooperation and process to the mutual benefit of the customer and Maersk.

We offer
An exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with focus on creating valuable relations with our customers.
- A fun-filled and motivating workplace.
- Career development program.
- A comprehensive learning and development plan in Customer Service including soft skills and communications skills.
- End-to-end knowledge of shipping and cross-functional projects.

Key responsibilities
- Be the primary point of contact for own customers and act as an advocate for the Customers, internally within Maersk Line.
- Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires.
- Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.
- Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives.
- Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions.
- Manage/improve day to day process interaction with own customers by leveraging detailed customer knowledge.
- Be fully responsible for customer satisfaction (own customers).
- Understand the claims policy and its impact on company assets and guide customers best possible through any potential claim situation.
- Commercial intelligence: In-depth knowledge about the industries in which his/her customers operate.
- In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal/external stakeholders.
- Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.

CUSTOMER SERVICE TOUCH AGENT
- Experienced person with Maersk system and/or shipping industry is an advantage
- Experience customer service
- Customer oriented and result oriented with good in analysis and problem-solving skills to look be-yond the obvious and identify creative solutions
- Able to multi-task and adapt in the fast pace environment under high pressure
- Exhibit professionalism and friendliness.
- Excellent communication skills and the ability to communicate confidently in both Vietnamese and English
-Proactive co-operation and CARE capabilities
- High sense of urgency and high team-work spirit
- Being careful and patience is required.
- Energetic, Well-organized, Self-Initiated and good coordination skill
- Good computerized skills
- Living in Hochiminh

Export CARE Business Partner
- Candidate with commercial experience (sales or customer service).
- Customer-oriented with good in analysis and problem-solving skills.
- Able to multi-task and adapt in the fast pace environment.
- Exhibit professionalism and friendliness.
- Excellent communication skills and the ability to communicate confidently in both Vietnamese and English.

Only shortlisted candidates would be contacted.

- An exciting career opportunity in an international, challenging business setting.

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