At a Glance
- Tasks: Provide top-notch customer service and resolve queries for key account clients.
- Company: Join a forward-thinking global shipping company passionate about customer excellence.
- Benefits: Enjoy 25 days holiday, pension contributions, and health perks.
- Other info: Great career growth opportunities and supportive team culture.
- Why this job: Make a real impact in a dynamic environment while developing your skills.
- Qualifications: Strong customer service skills and proficiency in digital tools required.
The predicted salary is between 30000 - 40000 € per year.
A Customer Service Agent is responsible for providing frontline responses to queries from our Key Account clients and providing resolutions for service issues that are brought to you through Service Cloud or other channels. In close cooperation with the Customer Administration team and supported by ONE's growing range of customer self-service tools, you contribute to the overall Customer Service experience of our Key Account clients. You provide prompt case management and thereby deliver on agreed targets and objectives.
Main Responsibilities:
- Provide prompt frontline response to service queries and initiate solutions for issues/cases as defined in SOPs and assigned to you through Service Cloud.
- Actively keep abreast of sector and internal knowledge development as well as any changes to SOPs and relevant rules and regulations.
- Process import delivery requests timely in line with available transport allocation.
- Raise invoices where required and assist with handling those that are queried.
- Resolve Service Recovery issues communicated by the transport planning team.
- Handle all internal email correspondence to the highest standards.
- Assist offshore team with any queries raised.
Process & Quality Management:
- Work towards a high standard with a tailored approach to customer service requirements for ONE's high volume clients.
- Keep up to date on relevant self-service and e-commerce tools, promote these, and pro-actively share any feedback that can help to further improve these tools.
- Ensure that all processes and transactions are fully compliant with company and governmental rules and regulations.
Communication & Collaboration:
- Ensure good collaboration and communication within departments and across, escalating cases in a timely and professional manner whenever appropriate.
- Communicate effectively with customers and advise them in a reliable and professional manner.
Skills, Qualifications and Expertise:
- Excellent Customer Service Skills with experience of working in a busy office environment.
- Excellent written, oral communication skills and organisational skills.
- IT literate, with knowledge of Google Sheets, Word, Excel, and digital platforms.
- High level of attention to detail.
- Ability to multitask.
Why Join ONE?
At Ocean Network Express, we are passionate about delivering world-class service and driving digital innovation within the global shipping industry. You'll join a supportive and forward-thinking team, gain valuable experience within a leading global business, and contribute to our continued success in customer excellence and operational efficiency.
Benefits:
- Membership of the Company’s Group Pension Plan, into which the Company will contribute up to 10% of basic salary.
- 25 days holiday excluding bank holidays.
- Death in Service Benefit (x8 annual salary).
- Employee Assistance Programme, with free independent confidential support and virtual GP services.
- Interest-free annual travel season ticket loan.
- Annual Medical Health check.
- Annual eye test and contribution towards glasses for VDU prescriptions.
- Online employee discount platform including retail, health, leisure, motor and more plus Cycle to work, Taste Card.
- Loyalty Award Scheme.
Application:
If you are interested in this role, please apply using the link and uploading your CV. The closing date for this role is Wednesday 20th May 2026.
Customer Service Agent - Key Accounts (FTC) - Southampton, Hampshire, United Kingdom in Basingstoke employer: What Jobs
At Ocean Network Express, we pride ourselves on being an excellent employer, offering a dynamic work environment in Southampton where innovation and customer service excellence thrive. Our commitment to employee growth is reflected in our comprehensive benefits package, including a generous pension plan, extensive holiday allowance, and various health and wellness initiatives, ensuring that our team members feel valued and supported in their professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent - Key Accounts (FTC) - Southampton, Hampshire, United Kingdom in Basingstoke
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer service. Role-play with a friend or use online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills during interviews! Bring examples of how you've handled customer queries or resolved issues in the past. This will demonstrate your experience and problem-solving abilities.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Service Agent - Key Accounts (FTC) - Southampton, Hampshire, United Kingdom in Basingstoke
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Service Agent. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your background makes you a perfect fit for this role. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills:Since this role involves a lot of communication, make sure your written application reflects your excellent communication skills. Use clear and concise language, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website:We encourage you to apply through our website for a smooth application process. It’s super easy, and you’ll be able to upload your CV and cover letter directly. Plus, it helps us keep everything organised!
How to prepare for a job interview at What Jobs
✨Know Your Customer Service Basics
Brush up on your customer service skills and be ready to discuss how you've handled queries in the past. Think of specific examples where you resolved issues effectively, as this will show your potential employer that you can handle the frontline responsibilities.
✨Familiarise Yourself with the Company
Do some research on Ocean Network Express and their approach to customer service. Understanding their values and how they operate will help you tailor your answers and demonstrate that you're genuinely interested in the role.
✨Practice Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly. You might want to do mock interviews with a friend or family member to get comfortable with expressing your ideas and experiences.
✨Prepare Questions to Ask
Have a few thoughtful questions ready to ask at the end of your interview. This shows that you're engaged and interested in the position. You could ask about the team dynamics or how success is measured in the role, which will also give you insight into what to expect.
