Customer Service Officer Premium | Maritime

The Customer Service Officer Export is responsible for shipment handling, pro-active customer service and exception handling. They are responsible for maintain a solid workflow determined by customer service processes of SSL and work in close co-operation and collaboration with local and other offices. They ensure that the agreed company policies are followed and adopt needed procedures to make sure that handling of daily tasks is in line with agreed targets to secure reliable service and satisfaction of customers and internal stakeholders.
This position is a 6-month contract role.
Responsibilities:

• Case Ownership, 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.
• Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
• Case Analysis & Dispatch, Analyse customer queries and consult experts or dispatch to the correct team for faster/quality turnaround time.
• Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager
• Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP
• Manage all cases 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 timeline
• 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…)

Requirements:

• MBO level 4+ education.
• Experience within the shipping industry. Strong administrative skills, including managing shipment and email files effectively.
• Experience in similar roles within Customer Service/Customer Care. Customer-focused with a proactive approach within the shipping industry.
• Effective communication skills, with the ability to articulate various business scenarios to customers and management.
• Highly organized, self-motivated, and capable of planning and coordinating workflows
• Strong customer-facing skills with the ability to build and nurture relationships.
• Professional demeanor, positive attitude, and ability to manage stress in challenging situations.
• Ability to work effectively under pressure and prioritize tasks.
• Proficient in Microsoft Office (latest version).
• Fluency in English, Dutch is a preference

Salary Benefits:

Our client offers:

• Fully covered pension contributions.
• Annual performance bonus based on personal and company performance.
• Discounted health insurance with additional packages.
• Opportunities to participate in volunteer initiatives.
• Access to extensive learning resources and courses.
• Birthday bonus.

Our client is a leading company in providing supply chain solutions worldwide.