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.

• 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

• 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