Location: District 1, HCMC

Time: 8am - 5pm, Monday - Friday

Report to: Customer Service Supervisor

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​RESPONSIBILITIES

• Own the complete lifecycle of customer service

• Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues.

• Handle exceptions and special customer requests efficiently.

• Resolve complaints related to shipment disruptions and provide timely solutions.

• Coordinate with internal teams to ensure effective issue resolution.

• Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)

• Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)

• Identify upsell opportunities for value-added services (e.g., carrier haulage).

• Follow up feedback for service improvement.

• Conduct face-to-face meetings with customers to foster continuous improvement.

• Own and monitor assigned customer KPIs.

• Promote digital experience and educate customers to fully move to digital journey

QUALIFICATIONS AND PROFILE

• Education: College/ Bachelor degree; major in Sea Transportation, Export- Import, International Business, Foreign Trade, International Business,...

• Experiences: 1-3 year working experience in similar position in a shipping company or Forwarder

• Personalities: Proactive, Patient, responsible, countable, teamwork spirit, CS mindset, strive for excellence service

• Skills: Problem Solving, Good Communication.

• Language: Good English communication

• Computer: Advanced level of MS Office, especially Excel for reports