Customer Service Officer

Role Overview

• 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
• Monitor SLA: Ensure customer Service Levels are maintained as tender/contract SOP
• Proactive Monitoring
• Act as exclusive single point of contact for customer & build strong relationship with the customer
• Manage lifecycle case management and dispatch cases to back office team.
• be the single entry point for all customer queries in a spoc mode
• Customer Service owns the entire life cycle of interactions and under any circumstances customer 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 / customer special demands
• Resolving complaints in case of unexpected shipment disruptions/ issues
• Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines
• Coordinate with related internal teams and follow up to ensure ResolutionContact 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…)
• Follow up on TPS and NPS feedback.
• Identifying opportunities and propose to customers upsell and x-sell (VAS/Carrier haulage/ VGM/ CEVA services)

Requirements

• University Degree and/or Apprenticeship in shipping
• Strong Knowledge in Shipping (minimum 5 years of experience in liner shipping)
• Customer Service Experience and mindset (minimum 2 years of experience of customer facing activity)
• Very good Czech and English language skills (written and spoken)
• Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
• Great customer facing skills with ability to build and nurture relationships
• Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations
• Basic proficiency with MS Office

Benefits

• Permanent employment contract: We want you to feel comfortable with us in the long term
• Varied activities in a pleasant working environment
• An attractive workplace in Prague
• Company pension scheme
• Cashless meal allowance in the form of Pluxee restaurant passes
• Flexible working time model
• Extensive further training opportunities of your choice on our e-learning platform
• Possibility of mobile working
• Very good salary conditions depending on qualifications and professional experience