Roles and Responsibilities:
- Focusing on HO pre-determined Advanced list of customers, you handle exceptions / customer requests / issues / complaints / disputes and provide appropriate solutions / alternatives
- Coordinate with related internal teams and follow up to ensure resolution
- Contact to customers and manage / coordinate system modifications when needed (vessel delays, call omits, rollover, cut & run, late VGM etc.)
- Manage booking amendments / cancellation (after empty release [MH] / transport order sent [CH])
- Arrange and attend customer meetings and provide ecommerce training support as and when required
- Adhere to customer service KPI for Nova care as well as iConnect.
- Ensure follow up on idles as well as possible delays of cargo at connecting ports
- Provide any customer service-related reporting to customer care management as and when required.
- Knowledge of shipping procedures and processes
- Diploma / Degree with shipping maritime focus
- Relevant shipping courses
- Fully computer literate (Navis and Microsoft package)
- Excellent customer service skills
- Ability to use positive language
- Time Management skills
- Ability to read customers
- Goal-oriented focus
- Persuasion skills
- Tenacity
- Willingness to learn
- Team player
