Customer Service Executive

Job description / Role

Customer Service Executive - Europe - Based in Dubai

As a member of the Customer Service Centre for Europe, based in Dubai.

The first point of contact for Enquiry Management providing a responsive and customer focused service.

Accountabilities:

Enquiry Management
• Respond to enquiries within the specified SLA (Service Level Agreement) i.e. acknowledging the enquiry within 2 hours and then to create a PDA (pro forma Disbursement Accounts) within 24 hours using the pre-determined pro formers
• Communicate with the customer to establish precise requirements to ensure the PDA is accurate and reflects the customer’s request
• Refer to port details held in the SharePoint and liaise with local offices (LPA) to source accurate information required for the PDA and where applicable request local office to check prior to issuing
• Check Salesforce to establish if there is a pre-existing relationship with the customer and then notify the appropriate customer contact / account manager before issuing an PDA
• Follow up on the PDA’s that are issued within the specified SLA and obtain feedback from the customer/principle to ascertain if business has been won, more information is required or if the business has not been secured and why.
• Track and monitor all enquiries in system
• Hand over the business won to the local office (LPA) to proceed with operations planning

Funding
• Ensure in conjunction with the CSM or CSC Manager that the customer is fully informed on ISS credit terms and funding policies
• Monitoring the receipt of funding from customers and actively follow up by sending reminders / chasers
• Collaborate with Finance teams to ensure correct and timely allocation of funding once received
• Escalate any issues regarding funding to the CSM or CSC Manager in a timely manner

Knowledge Base
• Coordinate with LPA for accurate information on ports in Europe region and ensure it is saved in the SharePoint drive.
• Conduct audits on this information to ensure it is up to date and reflects working practices in each port and the applicable port authorities rules and processes

Central Mailbox Management
• Manage and coordinate the central mailbox on a daily basis by reviewing, filtering and prioritizing the content
• Respond to emails (where appropriate) or forward / escalate the emails to the Customer Service Manager or other areas of the Company
• File emails in accordance to the agreed system so team members can retrieve easily if required.

Communication and Reporting
• Attend weekly team meetings to discuss priorities and review progress e.g. win rate of speculative enquiries
• Produce reports on weekly activities and progress to the Customer Service Enquiry Manager

HSSE - Health, Safety, Security and Risk (mandatory requirements)
• Comply with all Health & Safety policies
• Accountable for assessing HSSE risk and implementing risk controls within area of responsibility
• Accountable for reporting all accidents, incidents and near misses whether the persons are injured or not
• Taking action within area of accountability to ensure the HSSE of both the job holder and other persons who may be affected by acts carried out or failed to be carried out by the job holder while at work
• Ensure full compliance with the ISS HSSE Management System

YourISS 2.0 / Systems
• Full utilization of YourISS 2.0 as per ISS Standard Operating Procedures

The post holder will carry out any other duties as are within the scope and purpose of the job as requested by the Line Manager and ensure full utilization of all ISS systems according to Standard Operating Procedures.

Requirements

• Western/European experience is mandatory.
• College educated.
• Customer Service Certifications related to Shipping agency.
• Knowledge of port operations.
• Knowledge of customer base and their requirements.
• Working knowledge of operating and / or CRM (Customer Relationship Management) systems
• Relevant experience of working within a customer service center in the marine / shipping services industry. Western/European experience is mandatory.
• Experience of working to pre-defined processes and procedures and delivering work in accordance to SLA (Service Level Agreements)
• Strong English communicator both written and verbal(mandatory)
• Good level of numeracy
• Competent user of Microsoft Office suite including Outlook, Excel and Word
• Local Europe port knowledge(Desirable)
• Ability to communicate any other European languages(Desirable)
• Eligibility to work in the Dubai UAE.

About the Company

Inchcape Shipping Services (ISS) provides global strategic maritime, cargo and supply chain solutions to shipowners and operators who span all geographies, market segments, vessels and asset types.