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Customer Service Representaive

4 weeks ago

Thành phố Hồ Chí Minh, Vietnam ZIM Full time

Deliver high quality service to customers and ensure alignment with Smart CS KPIs. Handle customer survey to analyze customer’s feedback and develop programs for improved customer experience and perception.
- Handle service request in SAP systems with KPI 1st response within 2 working hours and complete within SLA.
- Handling phone call center
- IVR systems with KPI picked up phone within 30 seconds.
- Handle release cargo to customer.
- Update to customer about schedule change, delay, early sailing, roll over, general service notices. Follow diversion/COD request, return shipment with SOP. Coordinate with other department and support customer for return, withdraw container process. Support customer for tracing/tracking, VGM submission, using e-commerce tolls: ZIM's digital services (EZIM, EZQUOTE), Inttra.
- Conduct new customer on boarding timely and with quality to ensure smooth work relationship and good customer service experience for ZIM Vietnam customers.
- Participate in meetings with managers to summarize, evaluate, and identify errors to improve process and ensure highest productivity.
- Join and complete the training programs of company and other tasks assigned by CS supervisor /manager if any.

**Requirements**:

- Effective English communication (written and verbal).
- Good MS Office.
- Excellent Customer service skills.
- Customer-oriented mindset.
- Strong Problem-Solving skills/Pro-active.
- Ability to work properly within a team.
- Bachelors in foreign Trade/ Economics/ Transportation Economics.
- Minimum 01 year of relevant working experiences.

Function:
Global Customer Service