This position is responsible for addressing customer requirements and expectations by providing products and service information, resolving products and service problems as well as providing corrective action plans. This will include but not limited to all customer requirements agreed in SOP & KPI. The individual will also be required as needed to align / coordinate with other departments / colleagues to fulfill the customer's requirements or other assignments from CS Manager - Ho Chi Minh.
SPECIFIC ACCOUNTABILITIES:
- Deliver high quality service to customers and ensure alignment with Smart CS KPIs. Handle customer survey to analyze customer's feedback and develop programs for improved customer experience and perception
- Handle KPI: Handle service request in SAP systems with KPI 1st response within 2 working hours and complete within SLA/ Handling phone call center- IVR systems with KPI picked up phone within 30 seconds.
- Arrange weekly schedules/Update to customer about schedule change, delay, early sailing, roll over, general service notices. Follow diversion/COD request, return shipment with SOP. Coordinate with other department and support customer for return, withdraw container process. Support customer for tracing/tracking, VGM submission, using e-commerce tolls: ZIM's digital services (EZIM, EZQUOTE), Inttra.
- Conduct new customer on boarding timely and with quality to ensure smooth work relationship and good customer service experience for ZIM Vietnam customers.
- Participate in meetings with managers to summarize, evaluate, and identify errors to improve process and ensure highest productivity.
- Join and complete the training programs of company and other tasks assigned by CS manager if any.
Requirements:
SKILLS REQUIRED:
- Effective English communication (written and verbal).
- Good MS Office.
- Excellent Customer service skills.
- Customer-oriented mindset.
- Strong Problem-Solving skills/Pro-active.
- Ability to work properly within a team.
EXPERIENCE and QUALIFICATION:
- Bachelor's in foreign Trade/ Economics/ Foreign Language.
- Minimum 1 years of relevant working experiences.
