Customer Experience Agent
Business Unit: Maersk Logistics & Services (Cambodia) Co., Ltd.
Summary
This role is to ensure the smooth operational process and manage own customers' shipments. New incumbent needs to take ownership of the task assignment, monitoring, and proactively inform customers all related concerns on their shipments. He/she needs to build up the relationship with customers, understanding the needs of customers, understanding the internal products and procedures, and initiate new ideas to fix the process gap which may impact to customers.
- Delivers a positive customer experience for all customers and ensures a smooth execution of the end-to-end shipment lifecycle by working closely with the customer and internal teams.
- Handing SCM shipments to ensure the cargoes will be moving smoothly
- Builds strong relationships with all stakeholders.
- Is responsible for customer satisfaction and has experience with customer interaction, owns all customer, resolve issues and facilitates their timely and effective.
- Understands customers' business drivers, needs and requirements.
- Handles incoming customer services queries, issues and exception management.
- May support the Customer Experience Partner and internal teams.
- Other tasks assigned by manager.
- Talent with relevant experience in the supply chain / logistics industry.
- Fresh graduate/ bachelor’s degree holder in logistics and supply chain or any discipline are welcome to apply.
- Comprehensive English communication, both verbal and written.
- Proficiency in Excel – pivot, Vlookup, conditional formatting, data validation, etc.
- Dynamic, outgoing, open-minded, highly committed and timely manner.
- Good in multitasking.
Customer Service Agent
The position is for 1 Year Contract
Business Unit Maersk (Cambodia) Ltd.
Purpose:
To deliver operational excellence in cargo consolidation and the effective management of origin shipment documentation management, client relationship management, and proactive stakeholder communication is delivered to the highest possible standard, and that continuous improvements are suggested and delivered.
- Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):
- Customer channel management
- Case Management
- Customer onboarding and relationship management
- Contract and dispute management and more.
- Administrative stream includes those who primarily support others by performing skilled technical, administrative or operational tasks. Jobs may range from highly supervised entry-level workers, technicians, and administrative staff to experienced individual contributors with robust technical or practical knowledge in specific areas, who have an ability to execute specialized work to support operations.
- At the top of this career stream, individuals work independently and apply standards yet can also make departures from established processes to resolve problems.
- A colleague at this level works on tasks of limited scope and complexity, exercises independent judgment within defined boundaries and guidelines and typically under supervision. The colleague has skills developed through job-related training and on-the-job experience within a specific job discipline.
- Colleagues have knowledge of standardized work routines and methods, general facts and information but may need to escalate non-routine problems to a more experienced colleague or supervisor.
- Professional Experiences
- 1-2 Year Knowledge on Import Field of Shipping Line or Logistics.
- Understanding the procedures of import shipment handling.
- Import documentation
- Related Procedures of terminal, customs, etc
- Invoicing, statement, and detention related.
- Skills and Others
- Flexibility in terms of the scope and responsibilities of the job
- Good at communication
- Good at managing customer experience
- Problems solving ability
- Multi-tasks
- A team Player who are able to work as a team to deliver team's goal.
- Computer skills (outlook, Microsoft Word, Excel)
- Writing skill (short, clear and simple for reader to understand)
- Time management
