Senior Customer Service Executive

March 30, 2024

Senior Customer Service Executive – UAE

Roles & Responsibilities

• Client Communication:
  
  

Serve as the main point of contact for clients, addressing inquiries, providing information, and resolving issues promptly.

Maintain regular communication with clients to ensure a clear understanding of their needs and expectations.

• Order Processing:
  
  

Coordinate and process freight forwarding orders, ensuring accurate and timely execution.

Collaborate with internal teams to ensure that client requirements are met efficiently.

• Shipment Tracking and Documentation:
  
  

Monitor the status of shipments and provide real-time updates to clients.

Manage and organize shipping documentation, ensuring compliance with regulatory requirements.

• Problem Resolution:
  
  

Address and resolve any issues or discrepancies related to shipments, deliveries, or documentation.

Collaborate with relevant teams to implement corrective actions.

• Customer Training and Support:
  
  

Provide guidance and training to clients on using the company’s online platforms and systems.

Offer support to resolve any technical issues related to tracking and documentation tools.

• Compliance and Documentation:
  
  

Ensure compliance with industry regulations and company policies.

Maintain accurate and organized customer-related documentation.

• Quality Assurance:
  
  

Implement quality control measures to ensure that services meet or exceed customer expectations.

Gather customer feedback and use it to drive continuous improvement.

• Collaboration with Sales and Operations:
  
  

Work closely with the sales and operations teams to ensure a smooth transition from sales to service delivery.

Communicate client requirements and expectations to internal stakeholders.

• Reporting:
  
  

Generate and analyse customer service reports, highlighting performance metrics and areas for improvement.

Provide insights to management on customer satisfaction and service efficiency.

Qualifications

• Bachelor’s degree in business, Logistics, or a related field.
• Min 2 years of proven experience in customer service roles within the freight forwarding or logistics industry.
• Strong communication and interpersonal skills.
• Detail-oriented with the ability to multitask in a fast-paced environment.
• Knowledge of freight forwarding processes, shipping documentation, and industry regulations.
• Proficiency in customer service software and Microsoft Office Suite.
• Problem-solving skills and the ability to handle customer complaints effectively.
  
  

Are you driven to be different? Apply now

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