Customer Service Executive

Job Summary

As a Customer Service Representative in the seafreight industry, you will deliver exceptional service by managing customer inquiries, coordinating shipments, resolving issues, and ensuring compliance with industry regulations to enhance customer satisfaction.

Responsibilities

• Serve as the primary contact for seafreight customers, managing inquiries via phone, email, and chat promptly and professionally
• Coordinate shipment logistics by collaborating with internal teams, overseas offices, and third-party vendors to ensure timely and accurate delivery
• Provide accurate quotes and booking confirmations to customers and overseas offices to facilitate smooth transactions
• Track and trace shipments, delivering timely updates to customers to maintain transparency
• Resolve customs, documentation, and shipment delay issues by applying problem-solving skills to minimise disruptions
• Prepare and verify shipping documentation, including bills of lading and invoices, to ensure regulatory compliance
• Collaborate with operations teams to meet specific customer requirements and improve service delivery
• Maintain detailed records of customer interactions and update accounts to support effective communication and follow-up
• Continuously update knowledge of seafreight industry regulations, procedures, and documentation to ensure compliance
• Adhere strictly to company policies and regulatory requirements to uphold operational standards
• Demonstrate a positive and professional demeanour in all customer and coworker interactions to foster a supportive environment

Preferred competencies and qualifications

• Diploma or equivalent educational qualification; some college coursework preferred
• Prior customer service experience in the seafreight industry preferred
• Proficiency in Microsoft Office and basic computer skills
• Knowledge of seafreight industry regulations, procedures, and documentation requirements preferred
• Strong verbal and written communication skills tailored to customer service contexts
• Creative problem-solving skills to effectively address customer issues
• Ability to multitask and perform efficiently in a fast-paced environment
• Customer-centric mindset with a passion for delivering excellent service