Modern Terminals’ success as a container terminal operator in Hong Kong and Mainland China has been built and sustained by consistently providing customer focused services, and delivering a unique customer experience that aligns with our Brand Promises. We achieve this through the commitment and...

Modern Terminals’ success as a container terminal operator in Hong Kong and Mainland China has been built and sustained by consistently providing customer focused services, and delivering a unique customer experience that aligns with our Brand Promises.  We achieve this through the commitment and involvement of all our people, and by aligning our operations and actions with our values of Trust, Accountability and Teamwork.

Customer Experience Officer

Job level Middle
Work exp Minimum 4 Years
Education Diploma / Certificate
Language Chinese - Cantonese, Chinese - Mandarin, English
Location
Kwai Chung
Employment type Permanent
Benefits 5-day week, Competitive pay, Discretionary bonus, Education subsidies, General holidays, Insurance plan, Maternity leave, Medical plan, MPF, Paternity leave, Social & recreation facility
Industry Freight Forwarding / Logistics / Delivery
Job function Sales / Business Development / Customer Service > Account Servicing
Sales / Business Development / Customer Service > Customer service / Sales Support
Sales / Business Development / Customer Service > Others
Published On 26/01/2018

The Role

The job holder’s major responsibilities are to: 

  • Manage assigned shipping line customer accounts in day to day communication on operations and commercial related matters
  • Maintain long term customer relations and support entertainment activities whenever necessary
  • Lead and organize regular service performance review meetings with customer
  • Lead and liaise with internal teams on customer projects
  • Own CRM content updates, collect, channel and share customer and market intelligence to Group Sales and other relevant parties
  • Prepare regular reports and send to shipping line customers on request
  • Host terminal visit and promote the Company’s services and image as first class service provider
  • Assist in conducting Customer Satisfaction Survey, coordinate internal resources in response to the result and own the creation of key account plan
  • Process complaints and coordinate with respective departments to provide timely rectification
  • Contact and communicate with neighboring terminals with operation team if and whenever necessary regarding customer issues
  • Promote and lead enhancement of customer portal enabling functionalities of data retrieval and information exchange online

 

The Person

The ideal candidate should have / be:

  • Degree in Shipping and Logistics, Marketing, Business Administration or related discipline with 4 years relevant experience, or
  • Diploma in related discipline with 7 years relevant experience
  • Sales and marketing experience in shipping lines, freight forwarders or 3PL companies preferred
  • Conversant with PC application (Microsoft Word, Excel and PowerPoint)
  • Good written and spoken English and Chinese (Cantonese & Putonghua)
  • Good problem solving, decision making, communication and interpersonal skills
  • With drive for performance, flexible and customer oriented

 

We offer competitive remuneration package to the right candidate(s).  Please apply in confidence with full resume, present and expected salary and contact telephone number, either by email to hkrecruit@ModernTerminals.com or by letter to Human Resources, Modern Terminals Limited, Berth One, Kwai Chung, New Territories, Hong Kong.

Personal data collected will be treated in the strictest confidence and only be used for recruitment related purpose.