Customer Service Officer

Join our client as a Customer Service Officer, providing exceptional service and facilitating customer onboarding tailored to meet unique needs. You'll be responsible for managing case ownership, prioritization, and analysis while ensuring compliance with Service Level Agreements (SLA).
Responsibilities:

• Case Ownership: Efficiently respond to all customer queries through various channels within the agreed SLA and quality standards. Collaborate with relevant stakeholders to keep customers informed throughout the resolution process.
• Case Prioritization: Assess and prioritize customer requests based on the criticality of the query to meet and exceed customer expectations.
• Case Analysis & Dispatch: Analyze customer queries and consult with experts or dispatch them to the appropriate team for faster and higher quality resolutions.
• Escalations: Proactively alert and escalate recurring customer issues to management.
• Serve as the central point for handling exceptions and special customer demands.
• Resolve complaints related to unexpected shipment disruptions or issues.
• Address customer complaints or concerns professionally, providing appropriate solutions within the committed timeline.
• Contact customers and manage/coordinate system modifications as needed (e.g., delays, call changes).
• Collaborate with other departments and manage communication between different teams.

Requirements:

• MBO level 4+ education.
• Experience within the shipping industry.
• Experience in similar roles within Customer Service/Customer Care.
• Effective communication skills, with the ability to articulate various business scenarios to customers and management.
• Strong customer-facing skills with the ability to build and nurture relationships.
• Professional demeanor, positive attitude, and ability to manage stress in challenging situations.
• Dutch, C2

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.