Customer Service Officer (3 months contract)

Job Title: Customer Service Officer (3 Months Contract)

Roles & Responsibilities:

- Customer Queries Management:
- Ensure all customer queries (received via all channels) are responded to within agreed Service Level Agreements (SLA) and quality standards.
- Prioritize customer requests based on the criticality of the query to meet customer expectations.
- Analyze customer queries and consult experts or dispatch to the correct team for faster and quality turnaround time.

- Issue Resolution and Escalation:
- Alert and escalate recurring customer issues/pain points to the Regional Office Customer Care Manager.
- Resolve complaints in case of unexpected shipment disruptions/issues.
- Address customer complaints or concerns professionally and efficiently, providing appropriate solutions or alternatives within committed timelines.

- Coordination and Communication:
- Central point to handle exceptions and customer special demands.
- Coordinate with related internal teams and follow up to ensure resolution.
- Contact customers and manage/coordinate system modifications when needed (e.g., vessel delays, call omits, roll over, cut & run, late VGM).

- Customer Service Excellence:
- Manage all cases based on FIFO (First in First Out) basis.
- Analyze and maintain customer service levels as per tender/contract Standard Operating Procedures (SOP).
- Collaborate with other departments and manage communication between different teams (Agency, Head Office, Customers).

- Opportunities Identification:
- Identify opportunities and propose upsell or value-added services (VAS) such as Carrier haulage, VGM, etc.
- Identify and propose cross-sell opportunities to customers (VAS/Carrier haulage/VGM/CEVA services).

Desired Candidate Profile:

- Experience:
- Strong knowledge in shipping with relevant experience in liner shipping, logistics, or freight forwarding industry is a must.
- Minimum of 2 years of customer-facing activity with excellent customer care experience.

- Skills:
- Excellent communication skills with the ability to handle customer inquiries and complaints effectively.
- Ability to prioritize tasks and manage time efficiently.
- Strong problem-solving skills and attention to detail.

- Additional Attributes:
- Ability to work independently and as part of a team.
- Familiarity with logistics and shipping processes is essential.