MÔ TẢ CÔNG VIỆC
• 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 expectations 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
• Understand and be familiar with local KPIs and act in line with set targets in co-ordination with internal stakeholders. Drive continuous improvements opportunities.
• Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.
YÊU CẦU CÔNG VIỆC• Experienced person with Maersk system and shipping industry
• Experience customer service
• Customer oriented and result oriented with good in analysis and problem-solving skills to look beyond 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
CHÍNH SÁCH NHÂN SỰ• Acquire knowledge of the trade and customers in 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 effectiveness of team-working.
• Learn basic knowledge of Sales roles as you work with them as a team.