1. Call our lovely customers with full of enthusiasm to provide services as "customer care consultant".
2. Ensure our customers' shipment is in order with no problems and in case of problems, we will aid them in every ways to solve the problems.
3. Always check our emails to ensure that all details are up-to-date.
4. Always follow-up pending issues to ensure all is smooth for our customers.
5. Give our very best to assist teams from both Malaysia and India.
These are the daily task that I was assigned for during my 10 weeks of training. It was of high importance that we check our emails everyday as it was the source of communication between Maersk teams and our customers. Although this may sound easy, it however is not as easy as it sounds with the hundreds of emails received daily. Apart from that, basic knowledge of the operation and methods of solving any issues was needed at hand in order to reply the emails promptly without mistakes.
This is also true for the daily calls we received. In order to maintain our promising services, we are challenged not to miss a single call. However, this is somehow a challenge that cannot be done as in a day, the team misses an average of 50 calls. This is due to the never ending calls received and the countless calls made to customers by us. Alike emails, we are required to have all the knowledge about the procedures, operations and more in hand as worse than email, we will have to solve the problem immediately or check for the problem immediately as the customer is on the other side of the line wasting to burst at us.
In addition to that, we are required to follow-up any pending issues in order for the shipments not to be delayed or held by customs as these causes extra charges and will definitely make our customers unhappy. Therefore, it is our job to ensure these issues does not happen and if it does happen, it should be resolved immediately.
Above all, we are required to alias with our partners from India to ensure all of the above runs smoothly and to ensure all is done with perfection. The messaging system allows us to communicate like chatting, which definitely increased efficiency. Being able to communicate with them directly allowed us to resolve any issue at the spot and as fast as possible.
Carrying out our roles and responsibilities as mentioned above was indeed a high priority. In order to achieve so, weekly training and weekly call assessment is made in order for us to improve ourselves. Being able to be part of these definitely enhanced my skills, including communication, multi-tasking and teamwork. It is indeed a blessing to be able to be part of the team.
On top of it all, my favorite worse experience was between me and a customer, which was:
(part of the conversation)
Me: Please contact me at my email. J for Japan, E for England, S for Sweden, S for Scotland, L for London, I for Ireland, N for Nepal, G for Germany.....
Customer: DON'T SAY G FOR GERMANY!!!!!! SAY G FOR GHANA!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Me: *puzzled and bursting into flames* G for Ghana
Although this was part of the daily routine, it teaches me to be stronger, it teaches be to be more patient, it teaches be to always stay calm... These lessons do not only apply only at work, it also applies to my daily personal life, such as, to be stronger and never to give up, to be more patient instead of bursting out for small matters and stay calm even though it was finals and I haven't studied.
Kudos!
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