Job Purpose/summary,

The Customer Service Agent is to deliver ocean or supply chain service in line with Maersk 
values and policies, always maintaining a customer-centric approach. This role involves 
providing effective business solutions that address customer needs, and is responsible for
coordination with relevant stakeholders to ensure timely resolution of customer requests 
within established timeframes.
 

Key responsibilities,

Execute and follow SOP/IOP request for booking, documentation, emails, calls, chats or reports, while ensuring compliance with company internal processes and policies.

• Complete tasks with a strong focus on accuracy, timeliness, and service quality, and deliver performance to contribute to business outcomes and meet particular KPIs.

• Facilitate the sharing of best practices and experiences to drive improvements in team performance, to seek opportunity for process improvement, and propose corresponding solution within scope.

• Respond promptly and professionally to customer inquiries (booking, documentation, emails, calls or chats) in various channels, actively understand customer needs and deliver satisfying solutions.

• Identify and proactively communicate process deviations/safety risk to the team leader.
 

Required qualification,

• Associate degree or above.
• 1–2 years’ experience in customer service-related industry is preferred. A background in shipping and logistics is a plus. 
• Proficient in reading, writing and communication in English and Mandarin; excellent  spoken English skills is an added strength. (For roles involving Japan or Korea business, proficiency in reading, writing, and communication in Japanese or Korean is required; familiarity with the relevant business’ culture and excellent spoken language skills is a strong advantage.)
• Proficient in Microsoft Office applications, including Excel, Word, and PowerPoint.
• Demonstrates a strong customer-centric mindset with a proactive, solution-oriented approach to problem-solving.
• Quick learner and adaptable to new technology and process, able to perform under pressure and thrive in dynamic, fast-changing, and ambiguous situations.
• A collaborative team player who actively supports colleagues and contributes to a positive and inclusive work environment.
 

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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