Senior Customer Service Executive – KSA
Roles & Responsibilities
1. Client Communication:
Serve as the main point of contact for clients, addressing inquiries, providing information, and resolving issues promptly.
Maintain regular communication with clients to ensure a clear understanding of their needs and expectations.
2. Order Processing:
Coordinate and process freight forwarding orders, ensuring accurate and timely execution.
Collaborate with internal teams to ensure that client requirements are met efficiently.
3. Shipment Tracking and Documentation:
Monitor the status of shipments and provide real-time updates to clients.
Manage and organize shipping documentation, ensuring compliance with regulatory requirements.
4. Problem Resolution:
Address and resolve any issues or discrepancies related to shipments, deliveries, or documentation.
Collaborate with relevant teams to implement corrective actions.
5. Customer Training and Support:
Provide guidance and training to clients on using the company’s online platforms and systems.
Offer support to resolve any technical issues related to tracking and documentation tools.
6. Compliance and Documentation:
Ensure compliance with industry regulations and company policies.
Maintain accurate and organized customer-related documentation.
7. Quality Assurance:
Implement quality control measures to ensure that services meet or exceed customer expectations.
Gather customer feedback and use it to drive continuous improvement.
8. Collaboration with Sales and Operations:
Work closely with the sales and operations teams to ensure a smooth transition from sales to service delivery.
Communicate client requirements and expectations to internal stakeholders.
9. Reporting:
Generate and analyse customer service reports, highlighting performance metrics and areas for improvement.
Provide insights to management on customer satisfaction and service efficiency.
Qualifications
- Bachelor’s degree in business, Logistics, or a related field.
- Min 2 years of proven experience in customer service roles within the freight forwarding or logistics industry.
- Strong communication and interpersonal skills.
- Detail-oriented with the ability to multitask in a fast-paced environment.
- Knowledge of freight forwarding processes, shipping documentation, and industry regulations.
- Proficiency in customer service software and Microsoft Office Suite.
- Problem-solving skills and the ability to handle customer complaints effectively.
Are you driven to be different? Apply now
