Customer Service Officer

Ensure timely responds to customer general requests of Export and Import lifecycle case management. Deliver tailored levels of service based on the established customer classification criteria.This is a fixed-term position for a duration of three months.
Responsibilities and DutiesInform customers in a timely manner about all relevant shipment updates and maintain excellent communication throughout the import and export cycle. Ensure all customer queries received through any channel are responded to within agreed SLAs and quality standards, in collaboration with relevant stakeholders.Ensure compliance with key performance indicators (KPIs) such as Case TAT, First Contact Resolution, and customer satisfaction (NPS & CSAT), taking corrective actions when needed. Escalate critical or sensitive issues following the defined escalation matrix and ensure proper visibility to management when required.Maintain strong relationships with customers through proactive communication and continuous support, contributing to an improved overall customer experience. Promote digital tools and guide customers toward self-service solutions to improve efficiency and reduce manual intervention.Handle customer exception requests, special demands, shipment disruptions, issues, and complaints, providing appropriate solutions or alternatives within committed timelines. Coordinate with internal teams and ensure proper follow-up until resolution.Follow up with different departments (Agency or Regional) and GBS on internal requests and booking completion, ensuring timely execution and customer notification when required.Monitor NOVA to manage cases related to booking amendments. Liaise with relevant departments to obtain required information and ensure accurate and timely updates. Coordinate with terminals to validate booking details when applicable.Request cargo inspections at terminal level and ensure proper application of local charges. Confirm requirements regarding Sales of plug distribution, customer prioritization, and customer classification.Proactively contact customers and manage system updates related to operational changes (vessel delays, call omissions, rollovers, cut & run, late VGM, etc.). Coordinate with ILS for RO cancellations when required.Manage booking cancellations (before and after empty release (MH) / transport order issuance (CH)) up to status 20. Handle journey leg updates as part of internal amendments for operational changes.Monitor and manage cross-booking requests via the LARA EDI main screen.
QualificationsBachelor student, undergraduated from Business Administration, International Business and Industrial Engineering.1 year of experience in customer service or logistics preferableExcel IntermediateIntermediate or advanced English.Proactive, strong verbal and communication skills, Customer Service oriented.