Executive, Customer Service (Office Hours)

CMA CGM; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global player in logistics solutions is seeking an Executive, Customer Service to enhance customer satisfaction through effective shipment management. The role demands strong communication and analytical skills, along with a commitment to operational excellence. Candidates must possess a degree and experience in the logistics sector.

Qualifications

• Minimum a degree Holder in any discipline.
• At least 3 years working experience in freight forwarding/logistics.
• Ability to communicate in Mandarin is advantageous.

Responsibilities

• Support Customer Service Supervisor and manage customer satisfaction via End-to-End process.
• Handle operational requests and manage customer interactions to meet service deliveries.
• Take ownership to enhance work efficiencies and ensure customer satisfaction.

Skills

Communication

Presentation skills

Analytical skills

Interpersonal skills

Service-oriented

Education

Degree Holder

Tools

MS Office

MS Excel

Knowledge in Macro

Job description

Executive, Customer Service (Office Hours)

Add expected salary to your profile for insights

Summary:
The Executive, Customer Service supports the Customer Service Supervisor to manage the customer to effectively execute and achieve customer satisfaction via End-to-End process.

Equipped with a good knowledge of the company’s systems, processes, shipping regulatory requirements and corporate policies, the Customer Service Representative owns and takes a leading role in shipment management processes. As an integral part of Sales, Documentation and Operation interface, the role provides the customers with an efficient one-point contact - he/she will manage customers’ shipments involving bookings, documentation or operation issues, actively engage and ensure the seamless flow of customer’s shipments.

He/she is expected to deliver customer requirements accurately and timely while ensuring customer satisfaction. He/she will take ownership to enhance work efficiencies by continuously improving work processes and encouraging customers to use CMA CGM e-Biz products. By being thorough and vigilant, he/she will effectively help to reduce Abandon Call and prevent service failure which incurs recovery costs.

He/she takes the lead in liaising with appropriate internal and external parties to promptly resolve issues or to provide the needed information.

PLEASE NOTE: Work schedule should align with Singapore Public Holidays, with Saturday and Sunday as off/rest days. Working hours align with Singapore office 9am-6pm

Your Main Responsibilities are, but not limited to:

Customer Service (70%)

Exception handling, problem resolution and continuous improvement.

Meet all call and email turnaround times as required to ensure high customer satisfaction level.

Expediently handles all customer interactions.

Work with various departments, including shared services centres to promptly resolve customer needs and issues to meet/exceed service deliveries.

Manage accounts based on customer facing activities

Operations (30%)

Manage operational requests (re-export, return cargo, DIT, Diversion, Service recoveries, transshipment declaration, change of Operator code and Inter gateway, Portnet releases).

Attend to customer’s requests for container re-use, cargo claims, cross-bookings, container detention, damage container handling and depot cleaning/washing issues.

Coordinate operational transaction / stowage requirements

JOB REQUIREMENTS:

Minimum a degree Holder in any discipline with at least 3 years working experience in the freight forwarding/logistics industry.

Good communication and presentation skills.

Strong proficiency in MS Offce, MS Excel, knowledge in Macro will be advantageous.

Meticulous and service-oriented.

Good interpersonal skills.

Analytical, independent and team player.

Pleasant voice and personality.

Able to communicate in Mandarin would be an added advantage.

Able to commit to working in accordance to the Singapore office work schedule & Public Holiday.

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

What's your expected monthly basic salary? How much notice are you required to give your current employer? How would you rate your Mandarin language skills?

Manufacturing, Transport & Logistics 101-1,000 employees

We are a global player in sea, land, air and logistics solutions, committed to working hand in hand with our customers. We are fully aware of our responsibilities and taking action every day to reduce the environmental impact of our activities at sea, on land and in the air, and come up with smart and innovative solutions to help you to stay one step ahead. We take a pioneering approach: acting today and building the future by capitalizing on the best solutions available. We have a presence in 160 countries through 400 offices, 750 warehouses, 160,000 employees and a wide fleet of 620 vessels, CMA CGM serves 420 of the world’s 521 commercial ports and operates more than 250 shipping lines.

We are a global player in sea, land, air and logistics solutions, committed to working hand in hand with our customers. We are fully aware of our responsibilities and taking action every day to reduce the environmental impact of our activities at sea, on land and in the air, and come up with smart and innovative solutions to help you to stay one step ahead. We take a pioneering approach: acting today and building the future by capitalizing on the best solutions available. We have a presence in 160 countries through 400 offices, 750 warehouses, 160,000 employees and a wide fleet of 620 vessels, CMA CGM serves 420 of the world’s 521 commercial ports and operates more than 250 shipping lines.

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.

What can I earn as a Customer Service Executive