We create specialized, innovative, and software applications in maritime operations. We apply a systematic approach that motivates customer adoption and recurring usage. The Customer Service Specialist helps our customers in the early adoption phase, reducing and removing adoption pains. Your success is culminated in a complete phase-out of manual features to the fully digital offering.
JOB DESCRIPTION:
You will undergo on-the-job training to familiarise with our product and be responsible for ensuring the satisfaction and success of our customers by providing exceptional support and service. A shipping operation experience will be advantageous but not a prerequisite.
As a primary point of contact for our Japanese customers’ operations, you will work closely with them to understand their adoption pains, and to ease them in recurring usage as soon as possible.
You will play these Key Functions:
- Manage customer accounts, including onboarding new customers, providing ongoing support to ensure customers smooth adoption & recurring usage
- Coordinate between the customer and vendor, conduct daily operations and deliver a customer-centric experience across all channels including phone calls and emails
- Actively engage in refining customer experience through regular customer feedbacks from conducting of daily operations
- Identify & report gaps, challenges, variations and differentiations between manual operations and digital applications
- Build and maintain strong relationships with customers to ensure their success and satisfaction with our products and services
- Work closely with cross-functional teams, including marketing and product development to ensure a seamless customer experience
- Provide timely and effective resolution to customer issues and inquiries, escalating issues as necessary
Job Requirements:
- Miminum Must-Have Business Japanese proficiency - essential to liaise with Japanese customers
- Minimum a good Diploma in any discipline
- Excellent communication & persuasion skills with a customer-centric orientation
- Self-motivated, patient, and a fast learner with tremendously positive attitude
- Adaptive, flexible, and a flair to work in a fast-paced and ever-changing environment
- Ability to think comprehensively and solve problems
- Experience in maritime operations (e.g. ship-agent, ship-owner/operator) and possess a flair for technology application will be an advantage
