Customer Experience Specialist
A dedicated Customer Experience Specialist to serve as the primary point of contact for our global clientele. In this role, Specialist will ensure customers receive world-class assistance, guiding them through our product ecosystem and resolving technical or procedural inquiries with precision and empathy.
Responsibilities:
- Deliver efficient, professional, and courteous service across chat, email, and phone, aiming for First Contact Resolution (FCR)
- Expertly assist customers in navigating ShipServ’s products and services to ensure they maximize the platform's value
- Resolve complex customer queries by following established guidelines and collaborating with internal teams
- Liaise with other departments to address evolving customer needs and provide seamless end-to-end support
- Proactively monitor for system abnormalities and escalate technical issues according to company protocols
- Maintain high standards of business writing and professional phone etiquette in all interactions
- Maintain accurate records of customer interactions within CRM tools (SalesForce/HubSpot) to identify recurring trends and improve service delivery
- Contribute to the development of internal knowledge bases or "Frequently Asked Questions" (FAQs) to empower customers with self-service options
Requirements
- At least 2 years of experience in Customer Support and Queue Management, ideally within the shipping or logistics industry
- Strong attention to detail, organized, ability to multi-task & to work independently.
- Should be process-oriented
- Excellent communication skills; both oral and written
- At least 2 years’ experience in Customer Support
- Ability to build and maintain a positive relationship with clients
- Excellent communication skills
- Excellent in customer service skills and orientation
- Proficient in Microsoft Office applications, especially Outlook, Excel, Word & PowerPoint.
- Amenable to work in shifting schedule
- Problem-Solving and Analytical Skills
- Has at least a basic Industry Knowledge (Procurement Process/ Maritime)
Benefits
- Competitive Salary and Bonus: We reward your expertise and contributions.
- Inclusive Onboarding Experience: Our onboarding program is designed to set you up for success right from day one.
- Marcura Wellness Zone: We value your work-life balance and well-being.
- Global Opportunities: Be part of an ambitious, expanding company with a local touch.
- Diverse, Supportive Work Culture: We’re committed to inclusion, diversity, and a sense of belonging for all team members.