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 complaints in case of unexpected shipment disruptions/ issues
Address customer complaints or concerns in a professional and efficient manner, provide appropriate solutions/ alternatives within committed timeline
Coordinate with related internal teams and follow up to ensure resolution
Identify opportunities and propose to customers upselling or VAS such as Carrier haulage, VGM, etc.
Promote digital experience and educate customers to fully move to digital journey

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

Customer Service Professional

Key skills