Job Responsibilities:
• To proactively follow up and manage customers with contracts/agreements and to monitor customer service needs, co-ordinate and follow up service orders/jobs and to provide support to Customers, Customer Co-ordinators and Account Managers.
• Implement and co-ordinate specifically nominated safety agreements and/or life raft rental agreements, assist and follow up on Liferaft exchanges program.
• Co-ordinate all service related jobs, receive and register enquiries/orders in the system and ensuring all the information is correct.
• Prepare quotations and follow up with customer on quotations.
• Identify order building opportunities through telephone sales expertise.
• Issue delivery instructions to the appropriate supply point and follow up delivery of the goods.
• Resolve any order related problems including suggestions for redirection of orders if appropriate.
• Pro-actively promote products and services to any customer and to meet our contractual obligations for signed customers.
• Support and assist Sales in conceptualising and pricing of fleet agreements.
• Report and take corrective action and contribute to achievement of sales budgets and fulfilment of contractual obligations.
• Provide regular feedback on technical, service quality and commercial issues raised by customers to the Key Account Manager, the Customer Service Team Lead and the Business Stream.
• Follow up complaints/ non-compliances through improvement/complaint system in place.
• Any other duties assigned by the line manager from time to time.
Job Requirements:
• Diploma/ Degree in any disciplines.
• At least 2 years of relevant experience in the customer service or related roles in Marine/Aviation industry preferred.
• Passionate about customer service role.
• Possess a high level of integrity and able to work under stress and deliver work schedules.
• Able to meet deadlines through good time management and allocation of priorities.
• Strong interpersonal understanding with an awareness of different cultures within the customer base, team and organisation.
• Good English Communication skills, both in writing and speaking.
• Good PC skills.
• Good communication skills with the ability to communicate on all levels.
• Ability to systematically work independently and in a team.
