Customer Success Agent

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Main responsibilities 

• To coordinate all Customer related jobs.
• To ensure that all appointments are handled without delay and assigned to appointed agent.  
• To monitor the execution of the port call and work closely with appointed agent and customer’s contracted vendors to ensure that we meet the customers’ expectations.  
• To actively follow up the relevant local port agents for operational and DA requirements.  
• Provide ships agency support and advice to Customers, Operations team, Support team and Sales.
• To assist and support the WPS network on administrative, technical and commercial issues.  
• To use customer specific information related to Ships Agency in order to pro-actively promote our products and services to customers and engage actively in finding solutions to customer’s challenges.  
• Assist with conceptualising and pricing of Customer contracts together with Sales.  
• To register and maintain agency agreement information into the IT systems available.
• To report and take corrective action together with Key Account Manager or Sales Executive to ensure sales budgets are achieved and contractual obligations are fulfilled.  
• To ensure adherence related to regulatory issues pertaining to Ships Agency.  
• To provide regular feedback on technical, service quality and commercial issues raised by customers to the relevant management individuals across the organisation along with Sales.  
• To gather information required to help investigation and resolution in Final DA Settlement disputes.  
• To follow up complaints/non-compliances through improvement/complaint system in place.  

Accountabilities 

This position will be measured against: 

• Response to customer as per agreed targets, especially related to port call follow up and sending Disbursement to customers within agreed timelines.  
• Vendor Management (Appointment and Settlement of Invoice) 
• Target KPI for local agent Disbursement Account  
• Customer Satisfaction Survey
• Work process efficiency
• Responsible for up keeping good QHSSE (Quality, Health, Safety, Security & Environmental) practices as laid down by the company during your employment at all time

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