Ocean Customer Experience Specialist

Overview

Own and manage the full customer experience by proactively monitoring the end-to-end shipment cycle so cargo is transported as per the promised transport plan.

What you'll do

• Own customer issues and engage relevant stakeholders to facilitate timely and effective solutions.
• Work with the extended Customer Experience team (based in South Africa) to ensure smooth execution of the end-to-end shipment lifecycle and high-quality service levels.
• Reduce the need for service recovery by anticipating and solving problems before they happen.
• Track shipments and notify customers of relevant schedule deviations, including potential solutions or alternatives.
• Address the root cause where there is a risk to the customer experience, constantly seeking ways to improve service.
• Act as a primary contact for customers to build strong relationships and understand their business, service needs and drivers.
• Increase revenue by growing customers' business and promoting added value services.

What you'll need

• Good voice experience and ability to handle back-to-back inbound calls, emails and chat throughout a day, week or month, including emails from owned or area customers/accounts.
• A strong customer service background, with proven success in a similar role.
• Passion for customer satisfaction and service excellence.
• Shipping experience is essential.
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions, eliminate roadblocks and maintain focus.
• A flair for learning quickly when facing new problems, enjoying unfamiliar tasks and comfortable managing multiple systems.
• Motivated by achieving results and accustomed to high performance KPIs.
• Strong commercial awareness and good sense of communication.
• Ability to build rapport and use diplomacy and tact to defuse high tension situations through a flexible approach and attitude.

Details

• Location: Pune, India.