Manage lifecycle case management and dispatch cases to back-office team
Be the single-entry point of contact for all customer queries
Answer customer inquiries: responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
Handle exceptions/ customer’s special demands
Handle complaints in case of unexpected shipment disruptions/ issues
Address customer complaints or concerns in a professional and efficient manner
Coordinate with related internal teams and follow up to ensure resolution
Contact customers and manage/coordinate system modifications when needed
Collaborate with other departments and manage communication between different teams
Identify opportunities and propose to customers upselling or VAS
Follow up on TPS and NPS feedback
Meet face to face with customers to create continuous improvement environment
Own assigned customers KPIs and follow up on KPI measurement

Bachelor’s degree; major in Sea Transportation, Export
Import, International Business, Foreign Trade, International Business
1-3 years of working experience in similar position in a shipping company or forwarder
Proactive, patient, responsible, accountable, teamwork spirit, customer service mindset
Problem Solving skills, Communication skills
Good English communication
Advanced level of MS Office, especially MS Excel for reports

Customer Service Officer

Key skills