Job Description

GENERAL DESCRIPTION:

This position is responsible for addressing customer requirements and expectations by providing products and service information, resolving products and service problems as well as providing corrective action plans. This will include but not limited to all customer requirements agreed in SOP & KPI. The individual will also be required as needed to align / coordinate with other departments / colleagues to fulfill the customer’s requirements… or other assignments from CS Manager - Ho Chi Minh

SPECIFIC ACCOUNTABILITIES:

• Deliver high quality service to customers and ensure alignment with Smart CS KPIs. Handle customer surveys to analyze customer’s feedback and develop programs for improved customer experience and perception
• Handle KPI: Handle and process service requests in ZIM’s Customer Service system, and respond to service inquiries through the current CS communication channels within the defined timeframe.
• Arrange weekly schedules/Update to customers about schedule change, delay, early sailing, roll over, general service notices. Follow diversion/COD request, return shipment with SOP. Coordinate with other departments and support customers for return, withdraw container process. Support customer for tracing/tracking, VGM submission, using e-commerce tolls: ZIM's digital services (MyZIM), 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 manager if any.

Requirements

SKILLS REQUIRED:

• 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.

EXPERIENCE and QUALIFICATION:

• Bachelor’s in foreign Trade/ Economics/ Foreign Language.
• Minimum 1 years of relevant working experiences