Customer Service Touch Agent
Apm Terminals
Ho Chi Minh City, VN
6 ngày trước

Owns and manages the customer experience of CARE customers. May still

look after some Essential Services Customers. Mentors Customer Service

agents.Manages accounts with small business Impact : The level of impact

is defined by volume and / or revenue contribution to the cluster

We Offer

  • Acquire knowledge of the trade and customers in integrated logistics industry
  • Acquire more in-depth knowledge of Customer Service procedures both import and export
  • Acquire professional working environment
  • Acquire many soft skills : time management, stakeholder management, prioritization, communication, analysis,
  • Learn effectiveness of team-working, great cross-function collaboration.
  • Learn knowledge of Sales, Trade & Marketing, Operation, Finance, .as you work with them as a team.
  • Key Responsibilities

  • Take ownership for business issues encountered by 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 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 preventing future occurrence.
  • Pro-active communication to customers on 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 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.
  • We Are Looking for

  • Experience customer service is preferred
  • 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
  • Báo cáo công việc này
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