Customer Service Officer Maritime | Temporary

THIS IS A TEMPORARY ROLE
Join our client as a Customer Service Officer, providing exceptional service and facilitating customer onboarding tailored to meet unique needs. You'll be responsible for managing case ownership, prioritization, and analysis while ensuring compliance with Service Level Agreements (SLA).
Responsibilities:

• Case Ownership: Efficiently respond to all customer queries through various channels within the agreed SLA and quality standards. Collaborate with relevant stakeholders to keep customers informed throughout the resolution process.
• Case Prioritization: Assess and prioritize customer requests based on the criticality of the query to meet and exceed customer expectations.
• Case Analysis & Dispatch: Analyze customer queries and consult with experts or dispatch them to the appropriate team for faster and higher quality resolutions.
• Escalations: Proactively alert and escalate recurring customer issues to management.
• Serve as the central point for handling exceptions and special customer demands.
• Resolve complaints related to unexpected shipment disruptions or issues.
• Address customer complaints or concerns professionally, providing appropriate solutions within the committed timeline.
• Contact customers and manage/coordinate system modifications as needed (e.g., delays, call changes).
• Collaborate with other departments and manage communication between different teams.