Job Description

• Acts as the primary contact for routine customer inquiries, resolving common concerns and providing quick, effective solutions to ensure a positive Customer Experience.
• Provides professional responses to customer queries related to shipment tracking and processing, following standard procedures throughout the entire shipping process.
• Consistently delivers customer-focused service by adhering to established guidelines and maintaining a professional demeanour, ensuring customer satisfaction and value for Hapag-Lloyd.
  

• Customer Interaction & Issue Resolution
  • Provide prompt, efficient and effective resolution to customer inquiries received via phone/email/chat in alignment with Hapag-Lloyd’s Quality Promises to customer.
  • Communicate efficiently with all concerned to manage customer issues.
  • Ensure timely and effective resolution of customer issues.
• Shipment Management
  • Ensure the completeness and accuracy of bookings, documentation, and/or port system updates.
  • Coordinate and manage special cargo applications (DG, OOG, Reefer, etc.) and/or secure necessary approvals from internal teams and/or external parties.
  • Enable timely release and/or amendments of shipment, invoice and/or shipping documents.
  • Conduct thorough checks to ensure shipment is aligned with local and international customs and/or regulatory requirements.
  • Oversee accurate and efficient release of shipments, containers and/or documents.
• Cross-functional Communication and Collaboration
  • Collaborate closely with Hapag-Lloyd GCC to ensure minimal errors along the shipment chain.
  • Collaborate with team members within and across different departments to solve customer issues.
  • Liaise with Hapag-Lloyd global offices and/or 3rd Party Agents as and when needed.
  • Additionally, liaise with external authorities, HL Vendors, etc. as and when needed.
• Process Compliance
  • Maintain up to date Hapag-Lloyd product/process knowledge relevant to the position.
  • Complete all mandatory and role-specific Hapag-Lloyd trainings (both online and offline) within the required time frame.
  • Always ensure compliance with Hapag-Lloyd processes.
• Other Responsibilities
  • Perform additional tasks as assigned by management or by superior(s).
  • Meet defined KPI for the role.
    

• University degree or diploma with 1–2 years of experience in Customer Service or related field.
• Experience in the Maritime Industry preferred.
• Proficient in English and Vietnamese, both verbal and written.
• Able to work well with others and follow established guidelines.
• Proficient in MS Office; knowledge of Salesforce Case Management is an advantage.
• Positive and pleasant attitude with a customer service mindset.
• Receptive to new ideas and focused on personal development.

Hapag-Lloyd is one of the world’s leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day.

Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high‑quality service across continents and to support our customers in even the most complex supply chains.

When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.

We believe that every exploration is a chance to grow, and every port is a place to belong.