Customer Service Executive

DRIVING CONNECTIVITY

Customer Service Executive

Chart your Course with PIL

With over 55 years of leadership in the global shipping industry, Pacific International Lines (PIL) is looking for proactive individuals to drive innovation and sustainable shipping solutions. If you’re fueled by pioneering ideas, enjoy challenging the status quo, and are determined to make a significant impact, PIL wants you as a part of our dynamic community of maritime professionals.

At PIL, we provide local experiences with a global reach. With our headquarters in Singapore, and services offered at over 500 locations in 90 countries, you will have ample opportunities to work with colleagues from different cultures and communities.

Get On Board for a Dynamic and Purposeful Career.

We are looking for a highly motivated and experienced Customer Service Executive to join our Semarang team. The successful candidate will play a crucial role in managing HR and administrative functions to ensure efficient operations, compliance with local regulations, and alignment with the company’s strategic goals.

Job Summary : 

Ensures complete customer satisfaction by producing accurate and timely information to multichannel customer inquiries. Builds and maintains an open line of communication with customers. 

Responsibilities : 

• Respond to customer inquiries via phone, email, and in-person with professionalism and accuracy  

• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution  

• Liaise with customers, PIL agency for all booking matters  

• Process Change of destination requests 

• Pre-claim handling  

• Process shipment related exceptions in LMS  

• Process VGM related exceptions in LMS  

• Special cargo / DG approval follow up  

• Transshipment follow up  

• Ensure adoption of case management tool and follow-up on KPIs.  

• Disputes capturing  

• Perform Vessel core closure activities  

• Assist documentation in processing export documentation and ensuring all paperwork is complete and accurate for each booking  

• Coordinate with internal departments to resolve customer issues and improve service quality 

• Maintain and monitor accurate records of customer interactions, transactions and feedback  

• On customer’s request, track and monitor shipments, providing updates 

• Prepare reports related to customer service activities
• Take on responsibility for customer service and for solving customer problems   
• Shipment request evaluation  
• Credit worthiness 
• Time (Late booking, booking in time, customs filing relevance check) 
• Coordinate with terminal/cargo operations to assure efficient and effective handling of shipments 
• Communicate with world-wide offices to track shipments  
• Work closely with all departments to assure specific customers’ needs are handled appropriately  
• Conduct regular joint meetings with Sales & Operations  
• Collaborate closely with back office shared service centers
• Train and mentor booking and documentation teams in back office shared service centers, fostering a culture of continuous improvement  
• Promote usage of Value-Added Services available on Pocket PIL e-services platform and onboard customers to Pocket PIL.  

 Specification:

• Detail-Oriented: The staff will demonstrate exceptional attention to detail to the tasks assigned.
• Team Player: Collaboration is crucial in a position that requires stakeholder management. The staff must be a team player, fostering strong working relationships with colleagues to achieve collective success.
• Customer-Focused: The staff should maintain a customer-focused mindset.
• Diploma with 3-5 years of experience in Customer Service or related experience.
• Experience in the Maritime Industry preferred.  
• Able to communicate in English, both verbal and written 
• Proficient in M365