Vietnam Job Openings
ZIM
Customer Services Temporary
FULL TIME
November 13, 2024
SPECIFIC ACCOUNTABILITIES:
- Deliver high quality service to customers and ensure alignment with Smart CS KPIs. Handle customer survey to analyze customer’s feedback and develop programs for improved customer experience and perception
- Handle KPI: Handle service request in SAP systems with KPI 1st response within 2 working hours and complete within SLA/ Handling phone call center- IVR systems with KPI picked up phone within 30 seconds.
- Arrange weekly schedules/Update to customer about schedule change, delay, early sailing, roll over, general service notices. Follow diversion/COD request, return shipment with SOP. Coordinate with other department and support customer for return, withdraw container process. Support customer for tracing/tracking, VGM submission, using e-commerce tolls: ZIM's digital services (EZIM, EZQUOTE), 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.
Function:
Global Customer Service
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