Customer Services Specialist

Job Description

<strong>Role Summary</strong><p><br></p>The purpose of Customer Lead is to work with Customers, Commercial, Operations and government function solving problems for customers of the port.<p><br></p>Secondarily, supporting the Commercial &amp; Operations function with day-to-day requests from customers as: pricing of services, coordination with operation for space and focal point for specific customers.<p><br></p><strong>Key Accountabilities And Responsibilities</strong><p><br></p><ul><li> Hotline Complaints Handling. Registration, triage for solution. Dashboard reporting </li><li> Enquiries and escalation including tracking </li><li> Waiver Request including tracking. Clear definition of what each party can give away and can’t. </li><li> Special Container Handling e.g., Direct Delivery, Special Storage/Transportation requirement/requests. </li><li> Documentation Handling, Online Customer Portal. </li><li> Work with others in commercial and operations teams around handling exceptions and ad-hoc shipments </li><li> Establish and track Customer Service KPI &amp; SLA </li><li> Support commercial team </li><li> Support with ad-hoc tasks and projects </li><li> Regular customer meetings for continuous follow-up and improvement </li><li> Host customer visits </li><li> Satisfactions surveys </li></ul><p><br></p><strong>Education &amp; Experience</strong><p><br></p><ul><li> University degree or experience from logistics industry. </li><li> Marine / Port qualification considered a plus </li><li> Minimum 2 years’ experience logistics/customer facing roles </li><li> The position requires strong interpersonal skills / some experience essential </li><li> Structured approach to daily tasks </li><li> Mindset for incremental improvements </li><li> Experience dealing with customers in GCC </li><li> Previous experience from logistics and KSA is considered a plus </li><li> Have good command of both written and spoken English </li><li> Arabic is considered a plus</li></ul>