Customer Service Executive
The Maersk Group
Cambodia
4天前

We are looking for 2 Customer Service Executive to be based at Phnom Penh or Sihanoukville. The incumbent will be responsible as

  • DEM Collection focal contact point at counter
  • Be the primary and first contact point for the Customer
  • To provide the highest level of service to the Customer
  • Learning Opportunity

  • Export process handling
  • SFDC, GCSS, MEPC, GSIS, RKEM and other related systems
  • Business rules in Agent’s Manual, Dry Acceptance Manual, DG and Reefer Acceptance Manuals etc
  • Rules governing Carriage of Goods by Sea
  • International conventions such as, UCP600, ISBP and Hague Visby Rules
  • World class customer service skills
  • Key responsibilities

  • Attend to customer requests and all issues related Import cargoes via call, email, fax and any possible channels within agreed timelines for DMR calculation
  • Work on Freetime extension and DMR collection for customers with high accuracy and timeliness.
  • Attend daily payment application
  • D / O preparation and D / O release
  • Closely coordinate with Finance and Global Service Centers (GSC) team for collection reconciliation
  • Provide feedback for further improve
  • Reach out timely to other destinations and functions in order to have timely coordination on solution offering to customers, if required.
  • Coordinate within Customer Service Team on Customer Service performance improvement plan, follow up, action plan to improvement and target achievements.
  • Other tasks as assigned by Supervisor, Customer Service Manager or MCC TDO blueprint
  • Working overtime as per task distribution and as required
  • Participating in project implementation as additional assignment when required
  • We are looking for

  • Creating a second to none service experience for the Customer with can do attitudes.
  • Assisting customer with selecting the right product for their needs and suggest alternatives if appropriate
  • Be able to take ownership of the issues and perform problem resolution to the customer’s satisfaction. Working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership
  • Respond to external and internal requests at fastest or within expected timeline.
  • Actively contribute initiatives to support process improvements
  • Timely report to Supervisor, Customer Service Manager if any problems or potential problems, risks, service failure.
  • To coordinate with other departments to support the Service Delivery success.
  • Provide accurate, detailed and complete information the first time and every time .
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