Customer Support Executive

• Provide the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers in addition to customized contracted services (eg Reporting etc.)
• Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution
• Proactively inform customers on shipment delays and potential service failures
• Make joint visits to key account customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers
• Work with Gateway, Operations and Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers
• Actively handle customers billing enquiries by liaising with Finance to ensure satisfactory resolution
• Complete weekly, monthly and quarterly reports as required by customers, management and/or the sales team per prescribed time frames/intervals
• Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage
• Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SII, TDD and the use of eCom tools)

• Presentation skills (good)
• Customer-facing and interaction skills (excellent)
• Software skills (Word, Excel, PowerPoint, etc.) (excellent)
• Software skills (Systems) (preferable)
• Communication skills, spoken and written (excellent)
• Negotiation and interpersonal skills (excellent)
• Analytical, organisational and motivational skills (excellent)
• Project management skills (good)
• 2 years experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints.
• Diploma in Business (preferable) or equivalent

• Strong career support & lots of opportunities in an international environment.
• Global certified training and a professional coaching & feedback culture
• Respect and Results culture
• Multifarious benefit programs
• Multifarious engagement activities under “Best Day Everyday” – our Health & Well-being program

Location: Hanoi