Job Description

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

We are looking for a Customer Success Agent to join our company.

In Wilhelmsen Port Services, we provide our customers with piece of mind while we handle their cargo, their vessels and their crew. We handle 75,000 port calls per year, which means that every 7 minutes, anywhere around the world, we send a ship safely out to sea again to fulfil its purpose. We match local expertise with strict global standards, making sure we consistently make our customers\xe2\x80\x99 port calls as efficient and safe as possible.

The Customer Success Agent reports to the Global Sales Operation Director.

Who you are:
You shall have a Diploma or degree in Maritime Studies, Supply Chain, Logistics or similar discipline.
You shall have preferably 3 years of relevant operation experience in shipping industry.
You must effectively deliver services towards customers by building strong relationship based on experience and knowledge, create opportunities for widening the current frame of portfolio.
You must create added value in the relationship with the customer for the customer\xe2\x80\x99s benefit but also for business growth.

Required experience and skills:

• 
  Results oriented and ability to set targets.
• 
  Strong interpersonal understanding with an awareness of different cultures within the customer base, team and organization.
• 
  Able to work independently and in a team encouraging and respecting the contribution of others and volunteering information and ideas.
• 
  Excellent communication and negotiating skills.
• 
  Good networking and relation building skills.

What you will be doing:

• 
  Manage existing portfolio \xe2\x80\x93 reverting customer requests, advising, clearing doubts and sharing best experience to support customers and their port calls, providing latest updates on port restrictions and conditions in cooperation with Local Port.
• 
  Secure updated contracts and rates are available in the system together with instructions for operation and administration resources by sending them to input responsible team.
• 
  Register and follow up customer complaints in the system and follow up on timely resolution.
• 
  Collaborate closely with operational and administration resources to secure all requirements from the customers are fulfilled in accordance with global operational standards and contract terms in place with the customer.
• 
  Filter correspondence based on commercial value and pass it on to internal network when justified.
• 
  Collaborate with local agents and sub agents on port call pre-planning to secure proper cost estimates and extend the services offered.
• 
  Prepare and participate together with Sales Manager in business reviews with most profitable customers.
• 
  Carry out, gather, and share Customer Satisfaction Survey.
• 
  Support the Customer Success Desk network and provide proper backup services as defined separately.

We offer a culture and work environment of strong leadership, career development and a job that is both challenging and stimulating.

Sounds interesting? If you can see yourself in this role, please let us know why you are our new Customer Success Agent.

Work Location : Singapore

Application Dateline : 27 Mar 2023