Executive, Customer Service (Office Hours)

Summary:
The Executive, Customer Service supports the Customer Service Supervisor to manage the customer to effectively execute and achieve customer satisfaction via End-to-End process.

Equipped with a good knowledge of the company’s systems, processes, shipping regulatory requirements and corporate policies, the Customer Service Representative owns and takes a leading role in shipment management processes. As an integral part of Sales, Documentation and Operation interface, the role provides the customers with an efficient one-point contact - he/she will manage customers’ shipments involving bookings, documentation or operation issues, actively engage and ensure the seamless flow of customer’s shipments.

He/she is expected to deliver customer requirements accurately and timely while ensuring customer satisfaction. He/she will take ownership to enhance work efficiencies by continuously improving work processes and encouraging customers to use CMA CGM e-Biz products. By being thorough and vigilant, he/she will effectively help to reduce Abandon Call and prevent service failure which incurs recovery costs.

He/she takes the lead in liaising with appropriate internal and external parties to promptly resolve issues or to provide the needed information.

PLEASE NOTE: Work schedule should align with Singapore Public Holidays, with Saturday and Sunday as off/rest days. Working hours align with Singapore office 9am-6pm

Your Main Responsibilities are, but not limited to:


Customer Service (70%)

Exception handling, problem resolution and continuous improvement.

Meet all call and email turnaround times as required to ensure high customer satisfaction level.

Expediently handles all customer interactions.

Work with various departments, including shared services centres to promptly resolve customer needs and issues to meet/exceed service deliveries.

Manage accounts based on customer facing activities



Operations (30%)

Manage operational requests (re-export, return cargo, DIT, Diversion, Service recoveries, transshipment declaration, change of Operator code and Inter gateway, Portnet releases).

Attend to customer’s requests for container re-use, cargo claims, cross-bookings, container detention, damage container handling and depot cleaning/washing issues.

Coordinate operational transaction / stowage requirements

JOB REQUIREMENTS:

Minimum a degree Holder in any discipline with at least 3 years working experience in the freight forwarding/logistics industry.

Good communication and presentation skills.

Strong proficiency in MS Offce, MS Excel, knowledge in Macro will be advantageous.

Meticulous and service-oriented.

Good interpersonal skills.

Analytical, independent and team player.

Pleasant voice and personality.

Able to communicate in Mandarin would be an added advantage.

Able to commit to working in accordance to the Singapore office work schedule & Public Holiday.

Location: CMA CGM Malaysia, Menara UOA Bangsar, No. 5 Jalan Bangsar Utama 1, 59000 Kuala Lumpur