Customer Care Consultants

CUSTOMER CARE CONSULTANTS

We Offer We offer an exciting, challenging and rewarding career opportunity within the global A.P. Moller- Maersk Group. Maersk Line is one the leading shipping companies and has the largest network in the world. At Maersk Line, we provide opportunities in global commerce. Maersk Line Malaysia Cluster covers businesses in Malaysia, Singapore and Brunei with own offices in Kuala Lumpur, Singapore, Johor and Penang.

The position offers you an opportunity to interact and engage with customers, network and collaborate with colleagues from various offices around the world. You will also gain commercial awareness, valuable experience and exposure of end-to-end process of liner shipping business.

Job Overview Customer Care Consultant is to provide excellence customer experience to our customers through prompt and reliable services/advisory, and offer value proposition to increase customers’ satisfaction. You play a pivotal role in building and sustaining customers’ relationship with our Care PRO model and delivering our commitment to retain customer loyalty.

Responsibilities  Take ownership for business issues encountered by- and act as a primary point of contact for customers, be the Customer advocate internally.  Handle and resolve customer complaints with relevant desks to improve customer experience.

 Identify and analyze root causes for issues facing customers and identify means for preventing future occurrence.

 Guide new and returning customers with end-to-end shipping services through the on- boarding program for import shipments.  Support customers on E-commerce channels and applications leading to the improvements of customer felt turn-time.  Engage customers in performance reviews to discuss agreed performance standards and expectations with objective to continuously do even better for them.  Build and manage customer relationships through regular interaction and collaboration  As part of Commercial Intelligence - build strong relationships with customers, gain an understanding for their businesses, service needs, drivers and desires and leverage these to engage in dialogue about new business opportunities and competitor/market intelligence.  Pro-active communication to customers on status of their shipments and pre-empt issues before they become problems for the customers.  Ask for more business opportunities from customers.

The person/skills required  Out-going and friendly personality  Have passion for delivering excellent customer service  Have high emotional intelligence (EQ) and excellent listening skills  Excellent interpersonal and communication (verbal and written) skills  Good team player and willing to ‘Deliver More’ mindset

Who We Are Looking For  Degree holder of any discipline  Relevant working experience in hospitality or customer service industry is an added advantage  Fresh graduates are encouraged to apply as training and coaching will be provided.

For more details please contact: Ms Wai Yin, Wong – Customer Care Manager ([email protected] or +60 (3) 56390343) Ms Siti Alias – HR Business Partner ([email protected] or +60 (3) 56390262)