Lead Logistics Booking Service Process Expert

Job Purpose/summary

The Customer Service Agent is to deliver ocean or supply chain service in line with Maersk values and policies always maintaining a customer-centric approach. This role involves providing effective business solutions that address customer needs and is responsible for coordination with relevant stakeholders to ensure timely resolution of customer requests within established timeframes.

Key responsibilities

- Execute and follow SOP/IOP request for booking documentation emails calls chats or reports while ensuring compliance with company internal processes and policies.

- Complete tasks with a strong focus on accuracy timeliness and service quality and deliver performance to contribute to business outcomes and meet particular KPIs.

- Facilitate the sharing of best practices and experiences to drive improvements in team performance to seek opportunity for process improvement and propose corresponding solution within scope.

- Respond promptly and professionally to customer inquiries (booking documentation emails calls or chats) in various channels actively understand customer needs and deliver satisfying solutions.

- Identify and proactively communicate process deviations/safety risk to the team leader.

Required qualification experience & skills

- Bachelors degree or above

- 12 years experience in customer service-related industry is preferred. A background in shipping and logistics is a plus.

- Proficient in reading writing and communication in English and Mandarin; excellent spoken English skills is an added strength. (For roles involving Japan or Korea business proficiency in reading writing and communication in Japanese or Korean is required; familiarity with the relevant business culture and excellent spoken language skills is a strong advantage.)

- Proficient in Microsoft Office applications including Excel Word and PowerPoint.

Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law.
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