Temporary Customer Service Officer - Maritime shipping

We are looking for temporary additional staff to support the setup and expansion of our client's current department. The Customer Service Officer provides exceptional customer service by offering support and guiding customers through their digital journey, ensuring their individual needs and expectations are met. Previous experience within the maritime shipping industry is a core requirement for this position.

Responsibilities include;

• Monitoring Service Level Agreements (SLAs) to ensure agreed customer service levels are maintained in line with contract requirements and standard operating procedures (SOPs).
• Managing all customer cases on a FIFO (First In, First Out) basis.
• Responding to customer enquiries via phone, email, chat, and case management systems, providing timely support, answering questions, and resolving issues.
• Acting as the central point of contact for customer exceptions and special requests.
• Managing and resolving customer complaints arising from unexpected shipment disruptions or operational issues.
• Providing appropriate solutions and alternatives within agreed timelines to ensure a high level of customer satisfaction.
• Proactively contacting customers and coordinating system updates or modifications when operational changes occur (e.g. vessel delays, port call omissions, cargo rollovers, cut-and-run situations, late VGM submissions, etc.).
• Collaborating with internal departments and coordinating communication between operational teams, regional offices, and customers to ensure efficient issue resolution.