Customer Service Agent - Key Accounts
Posted 4 days ago by Ocean Network Express
Negotiable
Undetermined
Undetermined
Southampton, England, United Kingdom
Summary: The Customer Service Agent for Key Accounts in Southampton is responsible for providing frontline support to Key Account clients, addressing service queries, and resolving issues through Service Cloud. This role involves close collaboration with the Customer Administration team and requires prompt case management to meet agreed targets. The position is a 10-month fixed-term contract ending in April 2027, focusing on enhancing the overall customer service experience.
Key Responsibilities:
- Provide prompt frontline response to service queries and initiate solutions for issues/cases as defined in SOPs.
- Process import delivery requests timely in line with available transport allocation.
- Raise invoices and assist with handling queries related to them.
- Resolve Service Recovery issues communicated by the transport planning team.
- Handle internal email correspondence to high standards.
- Assist offshore team with any queries raised.
- Work towards a high standard with a tailored approach to customer service requirements.
- Keep up to date on relevant self-service and e-commerce tools and promote them.
- Ensure compliance with company and governmental rules and regulations.
- Communicate effectively with customers and advise them professionally.
Key Skills:
- Excellent Customer Service Skills with experience in a busy office environment.
- Strong written and oral communication skills.
- Organisational skills and IT literacy, including knowledge of Google Sheets, Word, and Excel.
- High level of attention to detail.
- Ability to multitask.
Salary (Rate): undetermined
City: Southampton
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Department: Customer Services - Imports
Location: Southampton, UK
10 month FTC - ending April 2027
A Customer Service Agent you are responsible for providing frontline responses to queries from our Key Account clients and provide 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
Day to Day Operations
- 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 be able to assist with handling those that are queried.
- Resolve Service Recovery issues communicated by the transport planning team.
- Handle all the internal email correspondence to the top standards.
- Assist offshore team with any queries raised.
Process & quality management
In order to provide an efficient service to ONE's high volume clients you work towards a high standard with a tailored approach to their customer service requirements You 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 manners.
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 Sunday 10th May 2026.