Job Description

Builds strong and lasting relationships with customers and provides second to none customer service. Has responsibility for the end to end customer experience. Engages in constructive problem resolution and provides solutions. Acts and communicates proactively to keep customers informed of any issues or changes. Addresses root causes and seeks continuous improvements; is constantly looking for ways to improve work processes. Works independently and assists the team in realizing goals and standards; shares knowledge and best practices.


The role of the Customer Experience Agent is to own and manage the customer experience who is using our booking agent service. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with the company procedures, ensuring that the cargo is transported as per the transport plan promised.



We offer

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  An exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with focus on creating valuable relations with our customers.
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  A fun-filled and motivating workplace.
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  Career development program
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  A comprehensive learning and development plan in Customer Service including soft skills and communications skills
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  End-to-end knowledge on shipping/freight forwarding and cross functional projects

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  Received the booking request and process the booking as well as ensuring the booking confirmation release to the customer in order.
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  Ensuring the documentation for the shipment is in order.
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  Own the billing process and verify the invoices to ensure correct billing to the customer
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  Monitor the shipment movements end-to-end from the point of empty container pickup to the empty container returned to depot at destination.
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  Preparation of report as and when required
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  Connect with the respective destination location offices when required to discuss on destination delivery challenges or support needed.
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  Own the communication with customer in your portfolios to ensure alignment of the processes and shipment\xe2\x80\x99s arrangement.
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  Empowered to bring groups together to make decisions to improve customer experience.
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  Be in control of the experience and become their trusted partner.
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  Unleash your analytical skills with state-of-the-art platforms that enable collaboration and long-term service improvements.

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  1-2 years of customer service related experience, preferably workiing in a freight forwarding company/carrier related role.
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  Good command of written and spoken English
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  Excellent communication and presentation skills
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  Good Excel and analytical skills
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  A change agent, always ready to try new initiatives
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  Able to work independently and also a team player
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  Exhibit professionalism and friendliness
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  Someone who is excited to do or learn the above!