Job Description

Senior Officer – Customer Service – Ports
 

Job Description

• Act as a primary point of contact for customers, handling more complex inquiries, service requests, and follow‑ups in line with defined KPIs and SLAs.
• Take ownership of customer cases logged in the CRM, ensuring timely resolution, proactive follow‑ups, and clear communication with customers and internal stakeholders.
• Ensure accurate, complete, and consistent maintenance of customer profiles and service records in the CRM, supporting data quality checks across assigned customer segments.
• Support and guide the team in effective CRM usage, case logging, and customer communication best practices.
• Coordinate closely with Operations, Commercial, Finance, IT, and other internal teams to resolve customer issues, monitor SLA compliance, and reduce repeat cases.
• Lead customer onboarding activities at an operational level, ensuring CRM registration, service orientation, and smooth handover to relevant internal teams.
  

Responsibilities

• Support the planning, execution, and follow‑up of customer surveys, trade forums, and customer workshops, including tracking actions and customer feedback.
• Proactively support customer engagement initiatives, including structured follow‑ups, service updates, and coordination of customer communications and notifications.
• Promote adoption of digital services and CRM‑enabled processes, identifying recurring customer challenges and escalating improvement opportunities.
• Assist in compiling customer insights, recurring issues, and service improvement inputs from CRM data, surveys, and customer engagements.
• Demonstrate a consistently professional, empathetic, and solution‑oriented approach, while supporting day‑to‑day administrative and reporting activities of the department.
• Collaborate with internal teams to support the digitalization of customer-facing services and processes, providing operational input and customer feedback to improve adoption.
  

Support the adoption and effective use of AI-enabled tools and solutions for customer engagement and service delivery, including basic usage, feedback collection, and continuous improvement inputs.

Qualifications

Bachelor’s Degree

Ability to communicate in English (Speaking/Reading/Writing)

Any additional languages would be deemed an advantage.

3 years preferably in the Shipping/Ports/Freight Forwarding industry