Malaysia - Customer Service Executive

issgh; Shah Alam; On-site; MYR 36,000 - 60,000; Full time

Job summary

Inchcape is seeking a dedicated Customer Service professional to join our Centre as the first contact for enquiry management, delivering a responsive and customer-focused service.

You will handle enquiries to SLA, prepare PDAs, liaise with port details and internal offices, and build lasting relationships with customers and stakeholders in the maritime industry. Permanent role based in Shah Alam, Malaysia.

Qualifications

• Port operations knowledge.
• Strong communication and interpersonal skills.
• Attention to detail and problem-solving abilities.
• Experience in marine/shipping service industry is a plus.
• 1–2 years in customer service roles.

Responsibilities

• Respond to enquiries within SLA and create PDA documents.
• Communicate with customers to capture precise requirements for PDA accuracy.
• Refer to port details and liaise with local offices to source information.
• Follow up PDAs within SLA and obtain customer feedback.
• Track and monitor enquiries in the system.
• Monitor port call communications and address pending issues.
• Hand over won business to local office for operations planning.
• Meet clients face-to-face occasionally to build relationships.
• Maintain open communications with customers and internal parties.
• Coordinate with multiple stakeholders for timely responses.

Skills

Communication and interpersonal skills

Attention to detail

Problem-solving

Marine/shipping industry experience

Customer service experience (1-2 years

Tools

CRM systems

Microsoft Office (Outlook, Excel, Word)

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.