长沙招聘

Customer Care Business Partner（客户关系维护专员）, South China, Maersk Line

工作地点：广州

如果:
· 你有解决问题的强烈愿望,
· 你有紧迫感, 同时也有保持冷静的能力,
· 你喜欢与人交流，与顾客建立良好的关系,
· 你热爱顾客服务，致力于提供超出顾客预期的服务,

那就请你加入我们，赢得一个充满激情和挑战的职业发展方向！

任职要求

- 大专以上学历；

- 至少两年相关工作经验，了解航运行业市场概况。有销售、客户服务、Call Center经验者优先考虑；

- 具有强烈的销售和客户服务意识；

- 良好的电话及面谈服务态度和沟通技巧，善于建立人际关系；

- 流畅的英语书写和口语能力，会粤语者优先考虑；

- 熟悉办公室应用软件。

职位目标

- 为客户提供全流程的航运服务，负责客户关系维护；

- 以“Trust, Pleased, Cared for”的概念建立并维护客户关系；

- 向现有或潜在的客户推广现有航运服务和新航运服务，寻求更多合作机会。

主要职责

- 作为客户的主要联系人，为客户提供航运服务；

- 全权负责处理客户在航运业务中的所有事务，解决客户在业务中所面对的问题，以确保客户对公司的满意度。根据指定客户的需求提供特别制定的航运服务，并以专业的形象代表公司通过电邮、电话或面谈的方式与客户进行沟通；

- 能够分析问题的根源或客人将可能面对的问题，制定有效地解决措施或预防方案，通过与客户的紧密联系以及团队内部的无缝配合，积极向客人提供现况资讯及问题的解决办法，以确保整个船运流程的顺畅；

- 积极与客户对他们的需求进行讨论，挖掘潜在需求，主动寻求新的合作机会；

- 建立客户档案 – 深入地了解客户的业务与服务需求，知道客户的理念与愿景；

- 熟知关键绩效指标和客户期望的服务水平，并为之而努力；

- 不懈探索可以改进的方面，并为流程优化作出努力。

职业培训

A.P. 穆勒 - 马士基集团的教育和培训投资势在必行。过去几年中，A.P. 穆勒 - 马士基集团已实施并持续更新其培训系统。该培训系统为符合国际和全球组织特定要求而专门设计。

A.P. 穆勒 - 马士基集团拥有独特的“70-20-10”的职业培训理念，因材施教，致力于为员工提供量身订做的职业培训，协助员工完善职场技巧及提升自身综合能力，以达到工作目标及提高职业发展机会。

- 70% 在日常工作中学习，活学活用

- 20% 向上司及同事请教，从他人的经验中获得自我提升

- 10% 参加针对不同的职位需求而开展的专业的培训或研讨会

A.P. 穆勒 - 马士基集团将协助员工根据每半年的绩效考察制定个性化的职业发展学习计划，通过分析员工个人的发展需求和领域，选择合适有效的措施，制定制胜之道。

晋升与发展

A.P. 穆勒 - 马士基集团为每位员工提供纵向的晋升机会或横向的发展空间。

A.P. 穆勒 - 马士基集团提供富有竞争力的动态环境以及广阔的公平竞争的职位申请平台，为表现优异的员工升迁到管理层职位提供支持的同时员工也可以根据自己的职业规划申请各个分支机构不同部门的空缺职位。

A.P. 穆勒 - 马士基集团内部晋升路径：

Administrator->Associate->Supervisor->Manager->General Manager->Director->…

福利待遇

一经录用，公司将为员工按照国家规定的标准购买养老、医疗、失业、工伤、生育保险及住房公积金，同时公司为每位在职员工及其子女购买商业保险。根据公司业绩及个人绩效评估的结果，公司将每半年发放绩效奖金。公司每年组织集体活动，发放节假日礼品/津贴等。

公司简介

马士基航运隶属于A.P. 穆勒 - 马士基集团，是世界领先的集装箱航运公司，能够提供无可比拟的门到门服务于全球客户。马士基航运在全球超过125个国家设有325个办事机构及拥有超过21000名员工。

作为世界上最领先的航运商，马士基航运的愿景乃为全球创造商机。马士基航运帮助客户从不同地方采购货物，提供首屈一指的运输解决方案，令货物更快速到达所需之目的地。马士基航运作为世界上最准时可靠的航运商，还设立行业标准，确保为客户提供持续稳定的准时可靠、高质量服务。

A.P. 穆勒 – 马士基集团是一家多元化的企业集团，集团总部设在丹麦的哥本哈根。集团在全世界142个国家的自有办事处内拥有10万4千名员工，业务遍布全球。集团除了拥有世界上最大的航运企业外，还经营能源、零售和制造业等广泛的行业领域。

集团2011年总收入为602亿美元，盈利34亿美元。集团在财富世界500强2012年的排名为154。

马士基航运在北亚区

马士基航运在北亚区拥有50个办事机构设立于中国大陆、日本及韩国。A.P. 穆勒 – 马士基集团在中国的历史始于80多年前；在1924年第一艘访问中国的马士基集团的船舶，“萨莉?马士基号”首航上海、秦皇岛和香港。

你可以通过浏览我们的网站www.maerskline.com了解更多资讯。

Requirements

- College degree or above.

- At least 2 years' working experience in related industry with basic understanding of shipping market, preferably with Sales, Customer Service or Call Center experience.

- Strong sales orientation and customer service mindset.

- Good conversational & telephone skills, good at building strong relationship with customers.

- Fluent in spoken and written English, a command of Cantonese is preferable.

- Familiar with Microsoft Office Software (e.g. Word, Excel, Powerpoint, etc).

Job Purpose

- Take full responsibility for customer experience by managing the end-to-end shipment process.

- Build up strong customer relationship with “Trust, Pleased, Cared for” concept.

- Introduce current/new products to potential/existing customers for more business.

Key Responsibilities

- Act as a primary point of contact for customers, be the Customer advocate internally in Maersk Line.

- Be fully responsible for customer satisfaction, own and manage all customer facing activities, provide tailor-made service to selected customers. Represent company with professional image through email, phone and face-to-face communication.

- Ensure smooth execution of the whole shipment lifecycle, by taking ownership and working closely with customers/internal support groups through proactive notification and resolution handling. Be able to identify root cause and develop preventive solution.

- Proactively seek for new business opportunities from customers through asking for more business and engaging discussion on their needs and objectives.

- Build Commercial Intelligence - Gain an in-depth understanding of their business, service needs, drivers and desires.

- Understand and be familiar with local key performance indicators and the service levels agreed with customer/internal groups, drive to achieve the set targets.

- Consistently seek for improvement areas, and drive for process improvement.

Training

Investment in education and training is imperative for the A.P. Moller -Maersk Group. Over the years, the A.P. Moller - Maersk Group has implemented and constantly updated its own training system, which is specifically directed towards meeting the particular requirements of an international and global organization.

A.P. Moller -Maersk Group has its unique “70-20-10” training philosophy and provide tailor-made training to our colleague in order to help them achieve their objectives and enhance their development opportunities.

- 70% Learning by doing (on the job training)

- 20% Learning from manager, colleagues

- 10% Learning via education and training

A.P. Moller -Maersk Group helps our colleagues make personalized Personal Development Plan by identifying development areas, selecting the right activities and setting the path to success.

Promotion & Development

A.P. Moller -Maersk Group provides promotion and development opportunities for every employee.

A.P. Moller -Maersk Group provides a competitive, dynamic environment that supports the advancement of high performers into management positions. Meanwhile, there’s a fairly competitive position application system for our employees to apply positions of different functions within the group.

Promotion path in A.P. Moller – Maersk Group:

Administrator->Associate->Supervisor->Manager->General Manager->Director->…

Benefit

Company will follow local government regulations to arrange social insurance and housing fund for employees. Meanwhile, company will purchase commercial insurance for employees & their child(ren). Based on company business results and individual performance, company will provide performance incentive bonus to employees at this position on half-year basis. In addition, company will arrange group activities and holiday gifts/allowance every year.

Company Introduction

Maersk Line, one of the companies of A.P. Moller -Maersk Group, is the world's largest container shipping company, serving customers all across the globe. Maersk Line has over 21,000 employees across 325 offices in more than 125 countries.

As a leading provider of container shipping services, Maersk Line’s mission is to provide opportunities in global commerce. Maersk Line helps customers source goods from anywhere in the world, creating efficiencies in their supply chains, and making it possible for commodities to reach new markets more quickly.

Maersk Line sets the standards in ensuring continuous and consistent reliable and quality service to its customers and is regarded amongst the most reliable carriers in the world.

The A.P. Moller - Maersk Group comprises A.P. Moller - Maersk A/S and subsidiaries based in Copenhagen, Denmark. The Group employs about 104,000 people in around 142 countries across the world. We are involved in a wide range of activities within the Transport, Energy, Offshore, Retail and Manufacturing industries.

Our consolidated revenue in 2011 was USD60.2 billion and profit was USD 3.4 billion. We ranked 154 on the Fortune Global 500 list for 2012.

Maersk Line in North Asia

In the North Asia Region, we operate in 50 different locations in Mainland China, Japan and Korea. The history of the A.P. Moller – Maersk Group in China started more than 80 years ago, when the first Maersk vessel, Sally Maersk, called Shanghai, Qinhuangdao and Hong Kong in 1924.

Read more about Maersk Line via our website: www.maerskline.com

马士基航运是世界领先的集装箱航运公司，能够提供无可比拟的门到门服务于全球客户。马士基航运在全球超过125个国家设有325个办事机构及拥有超过21,000名员工。

作为世界上最领先的航运商, 马士基航运的愿景乃为全球创造商机。 马士基航运帮助客户从不同地方采购货物, 提供首屈一指的运输解决方案, 令货物更快速到达所需之目的地. 马士基航运作为世界上最准时可靠的航运商，还设立行业标准，确保为客户提供持续稳定的准时可靠、高质量服务。
A.P. 穆勒 – 马士基集团是一家多元化的企业集团，集团总部设在丹麦的哥本哈根。集团在全世界142个国家的自有办事处内拥有10万4千名员工，业务遍布全球。集团除了拥有世界上最大的航运企业外，还经营能源、零售和制造业等广泛的行业领域。
集团2011年总收入为602亿美元, 盈利34亿美元。集团在财富世界500强2012年的排名为154。
马士基航运在北亚区
马士基航运在北亚区拥有50个办事机构设立于中国大陆, 香港, 台湾, 日本及韩国。A.P. 穆勒 – 马士基集团在中国的历史始于80多年前;在1924年第一艘访问中国的马士基集团的船舶，“萨莉 马士基号” 首航上海、秦皇岛和香港。