At a Glance
- Tasks: Provide top-notch customer service and resolve queries for key account clients.
- Company: Join Ocean Network Express, a leader in global shipping and digital innovation.
- Benefits: Enjoy 25 days holiday, pension contributions, and health benefits.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a supportive team and make a real impact in customer excellence.
- Qualifications: Strong customer service skills and proficiency in IT tools required.
The predicted salary is between 30000 - 40000 € per year.
As a Customer Service Agent, you are 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, 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 will 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 Winchester 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 vital 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 as they contribute to our mission of excellence in the global shipping industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent - Key Accounts (FTC) - Southampton, Hampshire, United Kingdom in Winchester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at ONE through 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 it’s a virtual interview, looking professional can make a great impression. It shows you’re serious about the role and ready to represent ONE's commitment to excellence.
✨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 reflects our customer service values.
We think you need these skills to ace Customer Service Agent - Key Accounts (FTC) - Southampton, Hampshire, United Kingdom in Winchester
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.
Showcase 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 smoother 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 on our end!
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 a busy office environment. Think of specific examples where you’ve successfully resolved issues or improved customer satisfaction, as this will show your potential employer that you can handle the demands of the role.
✨Familiarise Yourself with the Company
Take some time to research Ocean Network Express and their approach to customer service. Understanding their values and how they operate will help you tailor your answers during the interview and demonstrate your genuine interest in the company.
✨Practice Effective Communication
Since excellent communication skills are key for this role, practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable with answering questions about your experience and how you would handle specific customer scenarios.
✨Showcase Your IT Skills
Be prepared to discuss your proficiency with tools like Google Sheets, Word, and Excel. If you have experience with digital platforms or self-service tools, mention those too! Highlighting your IT literacy will reassure the interviewer that you can adapt to their systems quickly.
