Customer Service SV Coordinator

Main objectives:
• Deliver the high level of quality, be customer-oriented and create value for customers
as well as for Hapag-Lloyd
• Handle direct communication with Customer (all means of communication)
• Act as point of entry on potential claim requests
• Handle all booking inquiries via case system / FIS system
• Verify and bill additional costs / fees to customer where applicable
• Build Expertise in all topics related to handled Business Task
• Follow standard processes and new requirements as communicated by management
• Complete all functional HUB Training timely
• Promote digital tools and services
• Ensure all customer service activities align with key performance indicators (KPIs)
• Aim to achieve high customer satisfaction by consistently improving service quality,
with a focus on maintaining or increasing Net Promoter Score (NPS)

Skills & attitude required:
• Minimum of 1 year of experience in the transport or logistics sector
• University degree or equivalent
• Very good command of written and spoken English
• Working knowledge of MS Office
• Able to work well with others and follow guidelines
• Positive attitude
• Receptive and be able to grasp new ideas and motivate one’s self for personal
development