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Primary Duties and Responsibilities- To take all incoming calls from customers, facilitate, coordinate or give direct responses as required. -Check and communicate with overseas how to handle the shipment as per SOP. -Check the routine from carrier comparing with customer’s SOP.- Monitor and ensure Navigator system in OFS is timely completed and entered by OP-Take customers feedbacks/ complaints, documenting the same in the record and escalating to the CS Manager for advice and resolution-Maintain issue logs for accounts handled and ensuring all issues are attended and responded to timely with proper documented evidence-Attend relevant customer meetings as required of the business, with the presence of the CS Manager, Sales or Account Managers-Provide feedbacks or intelligence with relevance to the accounts handled, with customer retention in mind. -Follow and update CAT ,manage the allocation with ocean carriers. -Other duties as assigned RequirementsCollege level or above At least1 year ocean operation experience in freight forwarding industry Mandarin and English language proficiency Good interpersonal skills, able to communicate well with both internal and external parties Client Focused- able to anticipate and identify customers’ needs and expectations and what constitutes positive customer satisfaction; and effectively meet those needs to ensure quality customer service.Problem Solving C assist with problem identification and solution generation. Identifies and responds to changing needs of the customer.

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