[上海]达飞轮船（中国）有限公司

职位：客服实习生 CUS Intern, EXX
发布时间：2024-11-20
工作地点：上海
信息来源：前程无忧(51JOB)
职位类型：全职
职位描述
专业1:传播学
职能类别:集装箱业务
Provide exceptional customer service to manage tailor made tasks based on EXX customer needs and expectations, service level as per Group SLA.

Key Responsibilities:
Case Management
Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager.

Service Level Management
Ensure booking release with error free as per rules and customer request within agreed timeline.
Manage space vs. assigned allocation in coordination with key stakeholders to maximize vessel utilization.
Monitor SLA, ensure Customer Service Levels are maintained as per SLA.
Proactive Monitoring.
Manage lifecycle case management and dispatch cases to back-office team. Be the single-entry point for all special cargo customer queries.
Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments.
Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues.
Central point to handle exceptions / special customer demands.
Resolving complaints in case of unexpected shipment disruptions/ issues.
Addressing customer complaints or concerns in a professional and efficient manner, providing appropriate solutions / alternatives within committed timelines.
Coordinate with related internal teams and follow up to ensure 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…).
Identifying opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etc.
Follow up on TPS and NPS feedback.
Face to face meeting with customer to create continuous improvement environment.
Identifying opportunities and propose to customers upsell and Xsell (VAS/Carrier haulage/ VGM/CEVA) services.

Customer Relationship Building
Maintain relationships with clients through various activities including regular calls, face-to-face visits and conf calls. Listen to customers’ voices.
Understand customer’s business. Try to know how customers running their business and understand the background of customers’ needs.

Others
Support and contribute for company strategy (projects and system)
Generate initiatives to serve for better experience to the customers.

Job Requirements:
1. 2 years related working experience in Shipping/Logistics industry.
2. Good communication skills with ability to build relationships.
3. Solid Customer Care knowledge and skill with in-depth understanding of shipping market.
4. Have logical thinking, proactive mindset & self-learning ability.
5. Fluent in spoken and written English.
6. Familiar with SOP of booking release & problem solving.
Basic proficiency with MS Office 公司简要介绍：
公司名称:达飞轮船（中国）有限公司
公司类型:外资（欧美）
公司规模:1000-5000人
公司介绍:达飞，由鲁道夫 ？ 萨德领导的世界领先航运物流集团，服务覆盖全球五大洲420多个港口。2020年，集团旗下542艘船舶完成了近2100万标准集装箱的运输量。子公司基华物流作为全球***物流提供商，每年处理40万吨空运货物和280万吨陆运货物。凭借基华物流和达飞空运部，达飞集团不断推陈出新，以开创性的海陆空货运和物流解决方案，提供端到端服务，助力客户实现业绩增长。
达飞致力于引领航运业能源转型，不仅率先使用替代燃料，还设定了“2050年实现碳中和”的集团目标。这一持续改进计划已取得丰硕成果，2020年集团碳排放总量减少了4%。
通过达飞基金会，集团每年向数千名儿童伸出援手，支持倡导普及教育和机会平等。达飞基金会还借助于集团的航运物流资源，将人道主义物资运送到世界各地亟需帮助的地方，对人道主义危机提供紧急援助。
集团网络遍布全球各大洲，拥有超过400个办事机构和750个仓库，在世界160个国家拥有超过11万名员工，其中约2400人服务于马赛总部。
Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. Backed by a fleet of 542 vessels, in 2020 the Group transported nearly 21 million TEU (twenty-foot equivalent units) containers. With its subsidiary CEVA Logistics, a world leader in logistics, which transports 400,000 tons of air freight and 2.8 million tons of land freight each year, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target of carbon neutrality by 2050. An approach involving ongoing improvement which brings concrete results, with a decrease of 4% in the total CO？ emissions of the Group in 2020.
Through the CMA CGM Foundation, every year the Group helps thousands of children through its actions to promote education for all and equal opportunity. The CMA CGM Foundation also acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 110,000 people worldwide, including 2,400 in Marseilles where its head office is located.