Customer Service Officer (Shipping & Logistics Sector)

Overview: Our client is a well-established global player in the supply of sea, land, air, and logistics. With operations in over 160 countries through 755 agencies, they have a strong track-record in design and implement of intelligent solutions to take care of cargo right across the supply chain. Due to growth, they are urgently seeking to recruit several proven Customer Service Officers in their offices in Dominica, St. Vincent & Grenadines and Antigua. Duties and responsibilities: • Providing exceptional customer service to the Group’s customers. • Respond to and ensure all customer queries (received via all channels) are responded within established time frames.

• Prioritise customer requests based on the criticality of the query to meet customer expectations. • Analyse customer queries and consult relevant team members or dispatch to the correct team for faster/quality turnaround time. • Alert and escalate customer recurring issues/pain points to relevant Supervisor / Management. • Promote digital experience and educate customers on the use of relevant technology. • Answering customer inquiries via all channels, calls, emails etc. and seek to resolve all issues. • 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 timely resolution. • Contact customers and manage/coordinate system modifications when needed. Requirements • Minimum of two years’ experience in Customer Service in fast-paced industry• Experience in shipping / logistics or related industry an asset• Effective communication skills• Proficiency with MS Office. • Post-Secondary Education an asset