Senior Executive Customer Service & Documentation

Department:

Customer Service

Grade:

D

Reporting to:

Manager – Customer Service

Direct reports:

None

Job purpose:

·       The primary role of the Senior Executive - Customer Service is to manage incoming customer calls and inquiries, offer solutions to our customers with accuracy and efficiency, identifying and assessing customer needs to achieve satisfaction.

Main tasks and responsibilities:

Customer Relations

·         Manage incoming calls and customer inquiries while assessing their needs and responding to them efficiently.

·         Ensure excellent service standards and maintain high customer satisfaction.

·         Provide Latest Sailing Schedules and Advisories to Customers as per timelines conveyed by Manager.

·         Provide accurate, valid and complete information by using the right sources for customer satisfaction.

·         Follow up on ongoing & make the extra effort to engage customers to generate leads through follow ups that could develop into new business.

·         Preparing rate quotations to customers and monitor outcome of rate quotations and customer performances.

·         Market research and sales call reporting.

·         Maintaining and managing the Customer Database.

·         Following prescribed KYC checks and maintaining relevant data / records, as stipulated.

·         Follow up with other Departments, especially Sales to ensure end to end one-stop resolution on Customer queries.

·         Support any ad hoc tasks assigned by management.

Key interactions (Internal | External):

External: Customers | Vendors

Internal:  Across the Departments | Overseas offices.

Education requirements:

Language requirements:

Bachelor’s Degree or qualified professional.

Good command of spoken and written English.

Background and experience:

Competencies and skills:                                             

·       Minimum 3 - 4 years’ experience in the Container Shipping industry.

·       MS Office Applications.

·       Excellent communication skills.

·       Customer Oriented & Good Listener.

·       Team Player with strong interpersonal skills.

·       Demonstrate analytical skills and proactive approach to problem solving.

·       Willingness to adjust to new Systems/ Processes as and when applicable.

AUTHORISATION

Reporting manager:

Date:

Signature

HR:

Date:

Signature