Customer Service Executive

Inchcape Shipping Services; Shah Alam; On-site; MYR 33,000 - 61,000; Full time

Job summary

Inchcape Shipping Services in Malaysia is seeking a Customer Service professional to join our Enquiry Management team. You will act as the first point of contact, handling enquiries within SLA and coordinating with local offices to prepare PDAs.

You will build and maintain relationships with clients and internal stakeholders, ensuring accurate information, timely responses, and smooth handovers to operations, while developing your career in the maritime industry.

Qualifications

• Knowledge of port operations.
• Working knowledge of CRM systems.
• Competent with MS Office (Outlook, Excel, Word).
• Excellent communication and interpersonal skills.
• Attention to detail and problem solving.
• Experience in marine/shipping service industry.
• 1–2 years experience in Customer Service.

Responsibilities

• Respond to enquiries within the SLA and create a PDA.
• Communicate with customers to establish precise requirements.
• Refer to port details and liaise with local offices to source PDA information.
• Follow up on PDAs within SLA and obtain customer feedback.
• Track and monitor enquiries in the system.
• Monitor port call communication and address pending issues.
• Hand over business won to local office for operations planning.
• Meet clients face to face occasionally to develop relationships.
• Build sustainable relationships with customers and internal parties.
• Liaise with multiple stakeholders to ensure timely response.

Skills

Port operations

Communication skills

Attention to detail

Maritime industry experience

2 years customer service

Tools

CRM systems

Microsoft Office

Job description

Who are Inchcape?

At Inchcape, our vision is to have a connected world in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean.

Inchcape combines its worldwide infrastructure with local expertise through our global network of over 250 proprietary offices across 70 countries and a team of more than 3,000 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container and bulk commodity sectors as well as naval, government and intergovernmental organisations.

We have an ambitious growth model, and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.

Contract Type : Permanent

Job Purpose:

As a member of a Customer Service Centre, to be the first point contact for Enquiry Management providing a responsive and customer focused service.

Duties and Responsibilities:

Enquiry Management

• Respond to enquiries within the specified SLA (Service Level Agreement) and create a PDA (pro forma Disbursement Accounts)
• Communicate with the customer to establish precise requirements to ensure the PDA is accurate and reflects the customer's request
• Refer to port details in the shared drive and liaise with local offices to source accurate information required for the PDA
• Follow up on the PDA's that are issued within the specified SLA and obtain feedback from the customer
• Track and monitor all enquiries in system
• Monitor port call communication and follow up with the relevant party to address pending issues
• Hand over the business won to the local office to proceed with operations planning
• Meet the Clients face to face occasionally to develop relationship
• Build a sustainable relationship with the Customers and Internal parties through open and interactive communication
• Liaise with multiple stakeholders and ensure timely response

Funding

• Ensure the customer is fully informed on ISS credit terms and funding policies
• Monitor the receipt of funding from customers and actively follow up by sending reminders / chasers

Knowledge/Skills/Experience

• Knowledge of port operations
• Working knowledge of operating and/or CRM systems
• Competent user of Microsoft Office Suite including Outlook, Excel and Word
• Excellent communication and interpersonal skills
• Attention to detail and problem-solving skills
• Relevant experience of working within marine/shipping service industry
• Minimum 1-2 years working experience as Customer Service.
• A candidate who is willing to learn and build a career in the Maritime Industry is welcome to apply.