海运订舱客服文员

Key Responsibilities:

-Execute processes timely with focus on quality as per the SOPs defined and guidelines established.
     - 按SOP规定和指导在执行过程中及时关注并确保质量。
-Wherever required perform in-depth analysis aimed at improving service levels, customer satisfaction and quality of output provided.
     - 深入分析，提高服务水平，客户满意度和质量。
-Being the focal point of contact in the team for resolving assigned process, system issues identified.
     - 作为团队中的联络中心去处理系统中分配的任务和问题。
-Ensure operational process, system issues sighted are resolved within defined timeline to ensure no/minimum impact to customer/business.
     - 确保操作过程，系统问题在规定的时间内得到解决，以确保对客户的影响减少到最小。
-Where required engage with frontline colleagues in CS and cross functional teams within GSCs and clusters, LOCs to resolve any issues, complaints or queries reported by the customer timely.
     - 在需要的时候，跨部门沟通进行问题的处理，例如CS，GSC，LOC等。
-Create and maintain a repository with a log of all process, system issues received along with workarounds / solutions identified. Use this as one of the knowledge management tools within the team.
    - 随着解决方案确定接收系统的问题，创建并维护自己的流程库，作为一种知识管理的工具。
-Improve CS processes, CSS score by identifying opportunities to eliminate, simplify and standardize.
- 通过CSS分数来识别优化，简化和规范客服流程。
-Deliver a superior and best-in-class Customer Experience.
    - 提供一流的客户体验。
-Ensure Customer Experience vision of ‘Trust, Cared for and Pleased’ is foremost in all process changes initiated, performance reviews.
     - 确保客户体验公司的信任、关心和满意，并由此提高绩效评估。

Skills required

-A minimum of 2 plus year's proven experience in logistics preferably in CS processes. Experience in ML frontline commercial teams will be an added advantage.
    - 至少2年以上物流或货代行业经验，最好是客户订单流程经验。有物流一线商业团队经验者优先考虑。
-Understanding of the shipment life cycle and roles of CS, cross-functional stakeholders.
   - 了解运输周期和客户服务，跨部门的物流运输行业从业者。
-Customer center mind-set with focus on service orientation
   - 以客户为中心做好服务。
-Strong problem solving and analytical skills
   - 较强的分析和解决问题的能力
-Ability to multi-task, manage challenging deadlines and internal/external customers/colleagues.
   - 有能力完成多项任务，在规定期限内完成有挑战性的工作。
-Effective English communication skills both written and verbal.
   - 较好的英文书面和口头沟通技巧。
-Expertise in key ML systems such as GCSS, RKEM, MARS and MePC.
   - 精通马士基系统例如，GCSS, RKEM, MARS 和MePC。

日语客服

岗位职责：

1. 负责处理与回复客人及公司内部的邮件，按照公司要求与客人进行沟通。
2. 负责航运文件流程。
3. 按照货物处理流程的要求，处理系统录入与单证整理。
4. 在规定的时间内，处理与回复公司单证流程管理中的咨询。
5. 与分公司销售部合作，共同跟进客户的需求，维护公司客户。
7. 提高客户满意度。

任职要求：

1. 学历和经验要求:
大专以上应届毕业生。
2.技能要求:
良好的沟通能力。

日语高级证书。
英语读写能力强；
熟练操作各种办公软件，如MS软件等；
能承担工作压力，
关注细节；有能力执行工作要求；
强烈的客户服务意识；
团队协作；
追求卓越的态度.

集装箱管理

Key Responsibilities

—Managing day-to-day operation, managing the team and delivering on operational KPIs and SLAs

— Manage Vendor/LOC’s queries.

— Ensure high level of customer engagement & satisfaction with LOC’s

— Develop and coach team.

— Weekly and monthly reporting.

— Is able to understand the upstream and downstream of the process and make decisions based on holistic view.

— Result oriented – drives self and peers to achieve solution. ？ Facilitate training of new team members.

— Improvement focus: To drive standardization and work towards improving the process.

— Review of Process from Control perspective and implement key controls to the process.

— Ad hoc activities

Position Specifications:

—Detailed knowledge of the Operations Processes.

—Experience in handling DRY and Reefer container maintenance and repairs

—Good Communication and Interpersonal Skills.

—Strong analytical and Presentation Skills.

—Excellent Stakeholder Management.

—Self-Starter, Proactive and Flexible.

Technical Skills

—Knowledge of Systems (GSIS, RKEM, GCSS, MERC+ etc.) – added advantage.

—Expertise in MS Office Packages - Excel & PowerPoint

—High level overview of E2E Operations Process.

—EMR policies and Equipment Repair Procedures (IICL, MCIC & MRIC Standards).

Education:  Graduate

Relevant Experience:

—Minimum of 2 years of relevant experience and Technical would be added advantage

—Business Understanding:  Good understanding of Shipping Operations Management and Frameworks.  Fair knowledge on how Port/Terminal/CFS/Empty depot operates and clarity on handover & takeover points.

—Behavioural Skills  Approachable. Excellent Oral & Written Communication. Integrity and Trust

Learning Description:

—Analytical skills

—Presentation skills

—Coaching skills

—Interpersonal skills

—Detailed Insight into Liner Ops process