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Customer Service SV Coordinator
Hapag-Lloyd AG. Deliver a high level of quality, be customer-oriented, and create value for customers and Hapag-Lloyd .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service within the transport and logistics sector, ensuring high customer satisfaction and alignment with key performance indicators. Proficient in handling inquiries, managing claims, and promoting digital tools to enhance service quality.
Highest-signal resume keywords
Customer Service ExcellenceTransport And Logistics ExperienceCase System / FIS System ProficiencyMS Office ProficiencyEnglish Language Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Transport Sector KnowledgeLogistics Sector KnowledgeClaim ManagementBooking Inquiry HandlingCost VerificationFunctional HUB Training CompletionDigital Tools Promotion
Soft Skills
Customer OrientationPositive AttitudeTeam CollaborationMotivation For Personal DevelopmentReceptiveness To New Ideas
Certifications & Qualifications
University Degree Or Equivalent
Industry Keywords
Customer SatisfactionKey Performance IndicatorsNet Promoter Score
About the role
Key responsibilities & impact- Deliver a high level of quality, be customer-oriented, and create value for customers and Hapag-Lloyd
- Handle direct communication with customers through all means of communication
- Act as the point of entry for potential claim requests
- Handle all booking inquiries via the case system / FIS system
- Verify and bill additional costs and fees to customers where applicable
- Build expertise in topics related to the handled business task
- Follow standard processes and new requirements communicated by management
- Complete all functional HUB training in a timely manner
- Promote digital tools and services
- Ensure customer service activities align with key performance indicators (KPIs)
- Improve service quality to achieve high customer satisfaction and maintain or increase Net Promoter Score (NPS)
Requirements
What you’ll need- 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 able to grasp new ideas and motivate oneself for personal development
Benefits
Comp & perks- Private medical care (Medicover)
- Private life insurance (Alianz)
- Attractive annual bonus (depending on company performance results)
- Group life insurance and employee capital plan (PPK)
- Cafeteria benefit system (cinema tickets, vouchers etc.)
- Charity and volunteer initiatives
- Modern and well-connected office (Alchemia complex in Gdansk Oliwa)
- Internal learning management system
- Flexible working hours and home office possibility (hybrid work model)
- Green commuting allowance