Executive - Customer Service

2 days ago

Jakarta Metropolitan Area, Indonesia SeaLead Full time $30,000 - $60,000 per year

Job title: Executive – Customer Service
Department - Customer Services and Documentation

Direct reports - NIL

Job Purpose
The primary role of the Customer Service Executive is to manage incoming customer calls and inquiries, offer solutions to our customers with accuracy and efficiency, identifying and assessing customer needs to achieve satisfaction.

Main Tasks And Responsibilities
Customer Relations

  • Manage incoming calls and customer inquiries while assessing their needs and responding to them efficiently.
  • Ensure excellent service standards and maintain high customer satisfaction.
  • Provide Latest Sailing Schedules and Advisories to Customers as per timelines conveyed by Manager.
  • Provide accurate, valid and complete information by using the right sources for customer satisfaction.
  • Follow up on ongoing & make the extra effort to engage customers to generate leads through follow ups that could develop into new business.
  • Preparing rate quotations to customers and monitor outcome of rate quotations and customer performances.
  • Market research and sales call reporting.
  • Maintaining and managing the Customer Database.
  • Following prescribed KYC checks and maintaining relevant data / records, as stipulated.
  • Follow up with other Departments, especially Sales to ensure end to end one-stop resolution on Customer queries.
  • Support any ad hoc tasks assigned by management.

Key interactions (Internal | External)
External: Customers | Vendors

Internal: Across the Departments | Overseas offices.

Education Requirements
Bachelor's Degree or qualified professional.

Language Requirements
Good Command of Spoken & Written English.

Background And Experience

  • Minimum 1-3 years' experience in the Container Shipping industry.
  • MS Office Applications.

Competencies And Skills
Core Competencies

  • Integrity & Accountability: Behaves consistently with personal and corporate values; delivers on promises or openly addresses shortcomings; ensures confidentiality in handling sensitive admin and HR data.
  • Excellent communication skills.
  • Customer Oriented & Good Listener.
  • Team Player with strong interpersonal skills.
  • Demonstrate analytical skills and proactive approach to problem solving.
  • Willingness to adjust to new Systems/ Processes as and when applicable.

Functional Competencies

  • Vendor & Stakeholder Management – Builds and maintains productive relationships with external partners.
  • Shipping & Logistics Expertise – Strong understanding of vessel handling, cargo management, and shipping regulations.
  • Process & Resource Optimization – Ability to streamline workflows and maximize resource utilization.
  • Problem-Solving & Crisis Management – Quickly identifies and resolves operational challenges to minimize disruptions.
  • Vendor & Stakeholder Management – Builds and maintains productive relationships with external partners.
  • Team Player, strong interpersonal skills.
  • Work well under pressure in a fast-paced and professional environment.
  • Flexible, willing approach to adjust to new Systems/Processes, when applicable.

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