Customer Service Coordinator (Level 6)

1. Main Objectives of this position:

• Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for

Hapag-Lloyd

2. Function and duties:

Main Tasks

• Handle Customer phone calls

• Handle cases correspondence with customer

• Act as point of entry for Customer Service Related queries

• Process the request from customers and update FIS with relevant details

• On customer request, handle all relevant activities to announce on-carriage to the transport dispatch

team

• On customer request, trigger full container releases in FIS

• On customer request, handle special equipment requests

• Verify transport exceptions and bill additional costs / fees to customer where applicable

• Handles revenue dispute capturing

• Handle re-export/return shipments

• Propose and discuss with the managers actions to improve the import efficiency

• Build Expertise in all topics related to Customer Service

• Follow standard processes and new requirements as communicated by management

• Complete all functional HIP training timely

• Fresh Graduate are welcome to apply.

• University degree or Diploma with 2 year and above of experience in Customer Service and preferably in the Shipping/Maritime industry.

• Must have good communication skills in both Vietnamese and English, verbal and written.

• Experience in the Maritime Industry preferred.

• Able to work well with others and follow guidelines.

• Proficient in MS Office.

• Positive and pleasant attitude with customer service mindset.

• Receptive and be able to grasp new ideas and motivate one’s self for personal development.