Job Description
Customer Experience Agent - Ocean
About the Role:
* Owns and manages the customer experience of Essential Services Customers.
* Has responsibility for the end to end customer experience in compliance with all company procedures.
* Typically handles a large number of customers or larger, more complex customers.
* Manages accounts with large business Impact: The level of impact is defined by volume and/or revenue contribution to the cluster scorecard.
* The customer often has a certain complexity. Typically involves customers with specific needs outside the normal such as legal requirements, documentation requirements, customs restrictions or filling requirements, lack of e-channel use, specific booking requirements, and/or special cargo/dangerous cargo etc.
* The person furthermore exerts a behaviour where he/she can work independently with limited guidance and is capable of supervising others where relevant.
Who we are looking for
Behavioural:
* Ownership and accountability
* Strive towards excellence
* Stakeholder Management abilities
* KPI driven performance- Ability to deliver results
* High attention to details
* Process improvement mindset - Look out for gaps
* Ability to prioritize based on importance/ urgency
Skills:
* It is a plus if the candidate holds education in the field of logistics
* Demonstrated a deep understanding of and experience in the logistics industry is a plus
* Fresh graduates without experience are welcome to apply.
* Strong written and verbal communication skills both in English and local language
* Must possess time management skills to manage high volume in a fast-paced environment
* Personality: Self-starter, problem solver, Can-do-attitude, solution oriented, outstanding at process optimization, Results driven, Detail oriented, Team player
(Flexibility to work during weekends and holidays is appreciated)
Sr Customer Service Agent - Ocean
* Experience defining requirements and using data and metrics to generate business insights. * Bachelor's degree in Engineering, Mathematics, Statistics or similar quantitative discipline. * 2-5 years in relevant experience as Business Analyst, Data Scientist, Business Intelligence Engineer, Da…
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