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Customer Service Officer [Premium] | Maritime

Customer Service Officer [Premium] | Maritime

Undutchables Recruitment AgencyRotterdam
19 dagen geleden
Functieomschrijving

Customer Service Officer [Premium] | Maritime

Rotterdam, reference 2025-01112

Job description

The Customer Service Officer provides exceptional customer service to our customers by offering support and customer onboarding on our digital journey, tailored to meet the unique needs and expectations. Our Customer Service department is divided within a variety of segments, whereas we are looking for new joiners to further enforce our Import team.

Requirements

  • 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

Also but not limited too,

  • 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
  • Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
  • 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

    • Working conditions

  • 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.

    • Salary from : €3500,- Salary to : €3750,-

    Work location

    Rotterdam

    Company description

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

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    Customer Service Officer • Rotterdam