Ocean Customer Experience Specialist

Overview

Own and manage the full customer experience across the end-to-end shipment cycle, ensuring cargo moves according to the transport plan promised to the customer.

What you'll do

• Own customer issues and engage relevant stakeholders as required 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
• Deliver proactive customer service by tracking shipments and notifying customers of relevant deviations from the schedule, 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
• Use relationship building skills and customer service to 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/area customers/accounts
• 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
• Flair for learning quickly when facing new problems, and comfort with unfamiliar tasks and 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/attitude
• Graduate of any bachelor's degree
• Fluent in English with good communication skills

Details

• Location: Chennai, India