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
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
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 .