Senior Customer Service Representative
美国总统轮船（中国）有限公司
- 公司规模：500-1000人
- 公司性质：外资(非欧美)
- 公司行业：交通/运输/物流
职位信息
- 发布日期：2017-11-06
- 工作地点：上海-闸北区
- 工作经验：3-4年经验
- 学历要求：本科
- 语言要求：英语熟练
- 职位月薪：6-8千/月
- 职位类别：集装箱业务 客服专员/助理
职位描述
职位描述：
I. Brief Description
This position is to provide standard services to both internal & external customers as required per company policy. Develop and maintain customer loyalty through provision of exceptional services in line with customer’s expectation. Perform other ad hoc tasks assigned by superior.
II. Key Result Areas
1. To provide service excellence so as to develop and maintain customer loyalty – measured by customer satisfaction survey.
2. To have the profound knowledge of APL business as well as the shipping industry, process & policy compliance. – measured by DPM.
3. To be the backup of CS supervisor to monitor team performance and raise the valid proposal to ensure continuous improvement
III. Key Accountabilities/Duties
1. Coordinate with both internal & external customers to ensure shipments are in good order and meet customers’ requirement.
2. Identify problem arisen in the daily work and provide timely & effective solution, ensure escalation process is well carried out.
3. Commit on system enhancement and process improvement, work out special/tailor-made services to meet customers’ satisfaction.
4. Implement a consistent & enhanced customer relationship management process.
5. Provide technical training & coaching to CS new team members.
6. Exhibit well teamwork spirit & potential leadership capability to act the role of supervisor in lieu.
7. Assist Manager/Supervisor to work on project, handle any other ad hoc tasks assigned by superior
IV. Incumbent specification
Good command of both spoken and written in English, understand shipping regulations
Team work, Listening & Communication skill, customer knowledge
I. Brief Description
This position is to provide standard services to both internal & external customers as required per company policy. Develop and maintain customer loyalty through provision of exceptional services in line with customer’s expectation. Perform other ad hoc tasks assigned by superior.
II. Key Result Areas
1. To provide service excellence so as to develop and maintain customer loyalty – measured by customer satisfaction survey.
2. To have the profound knowledge of APL business as well as the shipping industry, process & policy compliance. – measured by DPM.
3. To be the backup of CS supervisor to monitor team performance and raise the valid proposal to ensure continuous improvement
III. Key Accountabilities/Duties
1. Coordinate with both internal & external customers to ensure shipments are in good order and meet customers’ requirement.
2. Identify problem arisen in the daily work and provide timely & effective solution, ensure escalation process is well carried out.
3. Commit on system enhancement and process improvement, work out special/tailor-made services to meet customers’ satisfaction.
4. Implement a consistent & enhanced customer relationship management process.
5. Provide technical training & coaching to CS new team members.
6. Exhibit well teamwork spirit & potential leadership capability to act the role of supervisor in lieu.
7. Assist Manager/Supervisor to work on project, handle any other ad hoc tasks assigned by superior
IV. Incumbent specification
Good command of both spoken and written in English, understand shipping regulations
Team work, Listening & Communication skill, customer knowledge
职能类别： 集装箱业务 客服专员/助理
公司介绍
作为一家享誉全球的集装箱海运公司，APL 在中国市场的扩展步伐可以追溯至150多年前，于1867年开创***香港与上海的跨太平洋航线。如今，APL 拥有遍布世界的服务网络，通过在华的27个分支机构将中国市场与全球贸易紧密相连。凭借在华密集的覆盖网络和深厚的行业知识，APL 协助顾客将地区内源源不断的商机牢牢掌握。
APL的优势
1.在华超过 140 年的贸易经验，拥有深厚的当地知识
2.提供稳定的、可靠的航线服务，通过业界领先的船期和紧密无间的全球连通网络，连接中国和亚洲其他地区、澳洲、欧洲、美洲
3.直接***中国超过14个港口，包括世界航运中心上海、香港和服务长江三角洲、珠江三角洲及主要生产区的华南各大港口
4.通过货船、卡车、火车组成繁密的多式联运网络，直达内陆地区
5.位于青岛的合资公司：青岛前湾新联合集装箱码头有限责任公司打造更强大的供应链，强化运输能见度、可控性及高效率
6.遍布中国的分支机构与联络处，为客户提供一流的专业化服务，满足不同运输要求
7.凭借APL的全球网络与第三方物流合作伙伴完善的在华覆盖、先进的全球IT供应链管理服务，实现端到端的无缝运输
8.通过使用创新的信息科技技术使货物动态尽在掌握
APL的优势
1.在华超过 140 年的贸易经验，拥有深厚的当地知识
2.提供稳定的、可靠的航线服务，通过业界领先的船期和紧密无间的全球连通网络，连接中国和亚洲其他地区、澳洲、欧洲、美洲
3.直接***中国超过14个港口，包括世界航运中心上海、香港和服务长江三角洲、珠江三角洲及主要生产区的华南各大港口
4.通过货船、卡车、火车组成繁密的多式联运网络，直达内陆地区
5.位于青岛的合资公司：青岛前湾新联合集装箱码头有限责任公司打造更强大的供应链，强化运输能见度、可控性及高效率
6.遍布中国的分支机构与联络处，为客户提供一流的专业化服务，满足不同运输要求
7.凭借APL的全球网络与第三方物流合作伙伴完善的在华覆盖、先进的全球IT供应链管理服务，实现端到端的无缝运输
8.通过使用创新的信息科技技术使货物动态尽在掌握
联系方式
- 公司地址：地址：span广中西路555号宝华国际广场