天津招聘

The role of the export customer service representative is to take full responsibility for customer experience by managing the end-to-end shipment process in compliance with all company procedures and regulatory requirements.

Key Responsibilities
? Act as a primary point of contact for customers, be the Customer advocate internally in Austral Asia Line.
? Be fully responsible for customer satisfaction, own, manage all customer facing activities like regular client meetings, telephone calls, and mail correspondence.
? As part of Commercial Intelligence – build and keep strong relationships with customers, gain an understanding for their business, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence.
? Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership.
? Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
? Understand and be familiar with local KPIs and act in line with set targets. Drive continuous improvements opportunities.
? Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and / or trends.
? To always behave in a manner consistent with and loyal to the Austral Asia Line values.

Knowledge and Skills Required:
? As a person you genuinely care about people and practice attentive and active listening. By understanding customers, you are available to ready to support and help them with issues and problems they may be faced with.
? You can use rigorous logic and methods to solve difficult problems with effective solutions; probe all fruitful sources for answers.
? You act in a manner which enables you to relate and build constructive relationships. Customers therefore see you as trusted partner whom they can rely on for advice and help.
? You deliberately seek to understand how to navigate within the organization and builds appropriate rapport to all kinds of people, up, down inside and outside the organization.
? The decisions you make are based on analysis and application of experience and most of his/her solutions and suggestions turn out to be correct and accurate.
? It comes natural to you to prioritize your time and energy on critical issues and to act proactively to resolve potential problems. You can concentrate your efforts on the more important priorities and gets more done in less time than others.
? You are seen as a direct, truthful individual, admit mistakes and keep confidences.
? You can understand that different situations and levels may call for different skills and approaches and commit yourself on continuous improvement.
? You are open to change, learn quickly when facing new problems, and even enjoy the challenge of unfamiliar tasks.
? Excellent communication skills with both internal and external stakeholders by using both oral and written ways.

Position Specification:
? 3 years’ related working experience is required
? University education or its equivalent
? Good written and spoken English and Mandarin
? Relevant knowledge, including general and advanced shipping knowledge,
? Working experience in shipping line or forwarder segment is preferred
? Conduct your work in a constructive and positive manner at all times
? Focus on execution of instruction and assignment by team leader

Austral Asia Line is the leading ocean transport operator in the Asia-Pacific region. Modern multi-purpose vessels operate efficiently and reliably within a highly flexible liner network. For the transport of heavy-lifts, project cargo or general break-bulk within the Asia-Pacific region, there is no better choice than Austral Asia Line.