The Resolution Advisor enhances customer experience by solving claims efficiently, collaborating with teams, capturing customer data, and suggesting process improvements, while managing claims and adhering to policies.
Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.
Wilhelmsen Ships Service (WSS) is looking for a Resolution AdvisorWe are looking for a Resolution Advisor who is passionate about customer service and problem solving. The Resolution Advisor will be tasked to meet present and future requirements by assisting customers, solving claims in an efficient manner to improve our customer experience. At the same time, work proactively to minimize the reoccurrence of claims, establishing all KPIs, processes and tools. Supporting the decision process with forward-leaning recommendations that positively impact our business.
Who you will be reporting to:
The Resolution Advisor will report to Head of Resolution Desk and should work closely with rest of the Sales & CS teams, Credit teams, Sales Support teams, the Product Vertical teams, Operations and QHSSE.
What you will be doing:
- Ensuring customers receive an efficient solution to all enquiries
- Dealing with challenging customers in a professional and empathetic manner
- Utilizing conflict resolution techniques to de-escalate tense situations
- Proactively solving problems/areas of contention, getting involved and cooperating effectively with other teams
- Escalating unresolved claims and credits to ensure these are resolved within KPI target
- Capturing customer specific information and requirements in the system and working proactively with customers to help them standardize their requests
- Suggesting process improvements and ways of working through identifying recurring issues, trends and reporting them to relevant stakeholders
- Registering, monitoring, managing and following up with claims through resolution systems and tools in place
- Communicating with the rest of the Sales & CS teams, Credit teams, Sales Support teams, the Product teams, and Operations (including QHSSE)
- Acting in accordance with all applicable processes and policies including Chart of Authority for issuance of credit corrections
- Utilise tools and knowledge about the customer, in order to leverage on insights leading to an improved customer satisfaction and successful resolution
What you need to be successful in this role:
- Diploma or University degree in sales/business/marketing related studies or at least 3 years working experience from similar position
- Interest/experience in the shipping industry and marine products
- Excellent organising and executing skills – plan ahead and work in a systematic and organized way; follows directions and procedures; focuses on customer satisfaction and delivers a quality service or product to the agreed standards
- Good analytical skills and attention to detail. Ability to act on data driven insights.
- Fluent in English
What we are looking for:
- Excellent interacting, networking and communicating skills with the ability to communicate and build relationships with fellow colleagues at all levels as well as customers
- Growth mindset – having a “Can Do” attitude, looking for solutions on challenges with ability to quickly adapt to changing circumstances, accepts new ideas and change initiatives
- Ability and eagerness to share knowledge in order to increase the competence
- Ability to support and co-operating attitude, adapts to the team and builds team spirit, listens, consults and communicates proactively and upholds ethics and values
- Ability to show respect and sensitivity towards cultural and religious differences
- Ability to meet deadlines through good time management and allocation of priorities
What we offer:
Working in Wilhelmsen can offer a culture and work environment of strong leadership, career development, work-life balance and a job that is both challenging and stimulating. Our organization thrives by using modern tools and is eager to utilize the business opportunities that arise with new digital tools and skills. Beyond this, we offer a generous and bespoke benefits package tailored to your specific Wilhelmsen HUB.
Sounds interesting? If you can see yourself in this role, please let us know why you are our new Resolution Advisor. As an internal candidate you can apply by entering the internal job portal (Workday front page>Menu >Career>Find jobs). Here you can upload your resume and a motivational letter.
Work location: Singapore
Contact details: Recruitment Specialist – Corrie Kew – [email protected]
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