At a Glance
- Tasks: Provide top-notch customer service and resolve queries for key account clients.
- Company: Join a forward-thinking team at Ocean Network Express, a leader in global shipping.
- Benefits: Enjoy 25 days holiday, pension contributions, and health perks.
- Other info: Dynamic role with opportunities for growth and development.
- Why this job: Make a real impact in customer service while gaining valuable experience.
- Qualifications: Excellent communication skills and experience in a busy office environment.
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 on 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 top 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 the 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 and escalate 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, Google Sheets, Word, Excel knowledge, digital platforms.
- High level of attention to detail.
- Ability to multitask.
Why Join ONE?
At Ocean Network Express, we’re 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.
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 Stoke-on-Trent employer: What Jobs
At Ocean Network Express, we pride ourselves on fostering a dynamic and inclusive work environment in Southampton, where our Customer Service Agents play a crucial role in delivering exceptional service to our Key Account clients. With a strong emphasis on employee growth, we offer comprehensive benefits including a generous pension plan, extensive holiday allowance, and access to wellness programmes, 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 Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Ocean Network Express on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle tricky situations with clients. We want you to show off those excellent communication skills!
✨Tip Number 3
Dress the part! Even if the interview is virtual, looking professional can make a great first impression. It shows you’re serious about the role and respect the company’s culture.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and shows your enthusiasm for the role. Plus, it’s a nice touch that they’ll appreciate.
We think you need these skills to ace Customer Service Agent - Key Accounts (FTC) - Southampton, Hampshire, United Kingdom in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the Customer Service Agent role. Highlight your customer service skills and any relevant experience in a busy office environment to catch our eye!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your passion for customer service and how you can contribute to our team's success.
Show Off Your Communication Skills:Since excellent written communication is key for this role, make sure your application is clear and professional. Double-check for any typos or errors – we want to see your attention to detail!
Apply Through Our Website:Don’t forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
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 your experience in handling queries and resolving issues. Think of specific examples where you provided excellent service, especially in a busy environment.
✨Familiarise Yourself with the Company
Research Ocean Network Express and understand their values, services, and the importance of customer service in their operations. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific customer service scenarios. Practice your responses to common situations, like dealing with a difficult client or managing multiple queries at once, to demonstrate your problem-solving skills.
✨Showcase Your IT Skills
Since the role requires proficiency in tools like Google Sheets and Excel, be prepared to discuss your experience with these platforms. You might even want to mention any relevant projects where you used these skills effectively.
