Customer Service Specialist

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Customer Service Specialist
DavaoLocalAdministration/Facility ManagementRef.: ML-147773
Our organization is looking for an enthusiastic individual with vast experience as a Customer Service Specialist to join our Customer Service team of MCC Transport Philippines, Inc. In this role, you are responsible in owning/ managing the customer experience of your customers. This includes proactively monitoring and managing the end-to-end shipment process in compliance with all company procedures, ensuring that the cargo is transported as per the transport plan promised to the customer and/or that the customers is kept informed of relevant deviations. Building relationships with the customers, understanding their business drivers should be leveraged to continuously improve cooperation and process to the mutual benefit of the customer and Maersk Line.

This person will be based in Davao City and will be directly reporting to the Customer Service Team Leader. S/he will be dealing with various stakeholders such as sales, operations, finance, other support teams and external stakeholders.
We Offer
An exciting career opportunity in an international, challenging business setting characterized by high pace and diversity.

You will get to focus on creating valuable relations with current and new customers and work with highly-professional teams in an environment where you will be valued, recognized and well-rewarded.

There is a great career growth and development within MCC Transport as the role growth is evolving as there will be chance to work not just in MCC Transport but also within other subsidiaries of Maersk Philippines.
Key Responsibilities
• Be familiar and updated with Maersk/MCC Transport’s service scopes, service patterns, acceptance policies, processes, and all other matters of the same nature.
• Take full ownership of the daily tasks and ensure these tasks are carried according to SOPs
• Communicate effectively on requirements and policies and thereby coordinate with all relevant parties to ensure a smooth booking, documentation and invoicing process.
• To ensure customer satisfaction through proper communication to customers via email. Ensure that emails are replied timely (2 hours if urgent, and 24 hours for issues that need investigation) and correctly measured by email quality monitoring (EQM) Scores.
• Ensure that calls are attended to within 3 rings and comply with the accessibility and drop call ratio target.
Who we are looking for
• Must be a graduate of any course; Bachelor’s Degree holder any field
• Must have at least 1 year customer service experience in any industry. Shipping/logistics industry background is an advantage.
• Someone with confidence, has a high sense of urgency, self-motivated, competitive and has the initiative.
• Has the willingness to learn different processes and to be exposed in a challenging environment; can do things either in a group or individual.
• Must be willing to work in Davao City
>Last application date: 30 September 2017.
For further information, please contact: dianne.narvaez@maersk.com.
MCC Transport is the regional shipping specialist in the world's most dynamic and fastest growing market: Intra-Asia. Part of the Maersk Group and headquartered in Singapore, we have over 600 employees in 14 countries, from East Russia, to Bangladesh and operate a fleet of over 80 ships. Having served as the Intra-Asia Partner for over 20 years, MCC continues to link its customers to opportunities across Asia. We have an entrepreneurial spirit and a fast paced work environment with a strong, collaborative culture where employees are empowered and expected to take ownership and accountability for their performance. We subscribe to the Maersk Group philosophy and core values which have been in place over the last 100 years, and have a strong employee value proposition, with career development and opportunities available globally.