Malaysia - Customer Service Executive

Inchcape Shipping Services; Shah Alam; On-site; MYR 15,000 - 23,000; Full time

Job summary

Inchcape Shipping Services is seeking a Customer Service professional to be the first point of contact in Enquiry Management, delivering responsive and customer-focused service.

Based in Chennai - Guindy, the role requires close coordination with port and local office teams, ensuring accurate PDAs and timely responses while building strong client relationships and maintaining SLA adherence.

Qualifications

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

Responsibilities

• Respond to enquiries within the specified SLA and create a PDA.
• Communicate with the customer to capture precise requirements for the PDA.
• Refer to port details in the shared drive and liaise with local offices for accurate PDA information.
• Follow up on PDAs issued within SLA and obtain customer feedback.
• Track and monitor all enquiries in the system.
• Monitor port call communications and resolve pending issues with relevant parties.
• Hand over won business to the local office to proceed with operations planning.
• Meet clients face to face occasionally to develop relationships.
• Build sustainable relationships with customers and internal parties through open communication.
• Liaise with multiple stakeholders to ensure timely responses.

Skills

Port operations

CRM systems

MS Office (Outlook, Excel, Word)

Communication

Attention to detail

Customer service in marine/shipping

2 years customer service experience

Tools

CRM systems

MS Office Suite

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

Location

Chennai - Guindy

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 a customer service centre in 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.