Customer Service Representative

Job OverviewDeliver a premium experience to our strategic customers by providing personalized, high-quality support tailored to their unique needs and expectations, in line with our Premium Treatment standards.ResponsibilitiesAct as the Single Point of Contact for customers, managing the end-to-end customer experience and building strong customer relationships.Own customer cases from receipt to resolution, ensuring SLA compliance through effective coordination with internal stakeholders and proactive customer communication.Analyze customer requests, determine priorities and consult subject matter experts or dispatch cases to the appropriate teams to ensure timely and high-quality resolution.Respond to customer inquiries, concerns and complaints across all communication channels, providing effective solutions within committed timelines.Serve as the central point for handling customer exceptions, special requests, and service recovery situations.Coordinate with internal stakeholders to resolve operational issues and ensure smooth execution of customer requirements.Conduct face-to-face meetings with customers to strengthen relationships, enhance engagement, and foster a culture of continuous improvement.Prepare and share weekly performance and service reviews with premium customers, providing visibility on service performance, operational impacts, service levels, and improvement actions.Identify and promote upselling and cross-selling opportunities, including Value-Added Services, Carrier Haulage and other customer solutions.QualificationsMinimum 3 years of experience in shipping/customer service in a similar role.Excellent English communication and interpersonal skills.Strong customer service, relationship-building, and problem-solving skills.Professional, positive, and able to handle challenging situations effectively.Professional MS Office tools.Core Competencies:IntegrityCommunicationCustomer FocusExecution ExcellenceInnovation & Creativity