Provide prompt and effective customer support through phone, email, and live chat
Handle inquiries, concerns, and complaints in a professional and courteous manner
Keep customers informed about the status and resolution of their requests
Support booking teams, VIP/special desks, and stakeholders with guidance on processes, disputes, and customer profiles where applicable
Manage end-to-end escalations, ensuring timely resolution within defined Service Level Agreements (SLAs)
Develop and maintain in-depth knowledge of company products and services
Maintain accurate records of customer interactions, feedback, and resolutions
Collect and analyze customer feedback to identify improvement opportunities through TPS
Work closely with Sales, Marketing, Finance, Operations, and Product teams to resolve issues and improve customer satisfaction
Ensure adherence to company policies, procedures, and service standards

Bachelor’s degree required (Postgraduate qualification preferred)
Prior experience in shipping, freight forwarding, or logistics industry is an advantage
Strong communication and interpersonal skills (written and verbal English)
Good understanding of shipping terminology, booking, invoicing, Documentation and customer service processes
Proficiency in latest tools, especially Excel and PowerPoint (Salesforce and Qlik Sense is an advantage)
Knowledge of Export and Import procedure, Bills of Lading, Delivery Orders, and general shipping procedures
Ability to multitask and manage time effectively under peak season workloads and tight shipping windows

Customer Service Professional

Key skills