Parisima Talent is hiring for the position of Customer Service Officer with one of our clients in Dubai.
Position: Customer Service Officer
Industry: Logistics / Shipping
Contract period: 3 Months
Job location: Dubai
Salary: AED 5,500
Job responsibilities:
- Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
- Prioritizing of 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/quality turn around time.
- Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager
- Analyze customer Service Levels are maintained as tender/contract SOP
- Manage all casses based on FIFO (First in First out) basis.
- Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
- Central point to handle exceptions / customer special demands
- Resolving complaints in case of unexpected shipment disruptions/ issues
- Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines
- Coordinate with related internal teams and follow up to ensure Resolution
- Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
- Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
- Identifying opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etc
- Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services)
Job requirements:
- Strong Knowledge in Shipping (relevant experience in liner shipping / Logistics / Freight Forwarding Industry is must)
- Excellent customer care experience (minimum 2 years of customer facing activity).