Customer Support Specialist

Job Description We create specialized, innovative, and software applications in maritime operations. We apply a systematic approach that motivates customer adoption and recurring usage. The Customer SUPPORT Specialist helps our customers in the early adoption phase, reducing and removing adoption pains. Your success is culminated in a complete phase-out of manual features to the fully digital offering.

You will undergo on-the-job training to familiarise with our product and be responsible for ensuring the satisfaction and success of our customers by providing exceptional support and service. A shipping operation experience will be advantageous but not a prerequisite.

You will play these key Functions:
•Manage customer accounts, including onboarding new customers, providing ongoing support to ensure customers smooth adoption & recurring usage
•Coordinate between the customer and vendor, conduct daily operations and deliver a customer-centric experience across all channels including phone calls and emails
•Actively engage in refining customer experience through regular customer feedbacks from conducting of daily operations
•Identify & report gaps, challenges, variations and differentiations between manual operations and digital applications
•Build and maintain strong relationships with customers to ensure their success and satisfaction with our products and services
•Work closely with cross-functional teams, including marketing and product development to ensure a seamless customer experience
•Provide timely and effective resolution to customer issues and inquiries, escalating issues as necessary Job Requirement •Minimum a Diploma, preferably in shipping-related studies
•Experience in maritime commerce domain specialisation (for example, a ship-agent or a bunker-surveyor) and possess a flair for technology application will be an advantage
•Excellent communication & persuasion skills with a customer-centric orientation
•Self-motivated, goal-oriented, and a fast learner with tremendously positive attitude
•Past experience in either operations or customer service in technology product/service will be a plus
•Adaptive and flexible, and has the tolerance to work in a fast-paced and ever-changing environment