Senior Customer Service Executive

Overview

OMNILOG is seeking a Senior Customer Service Executive based in the United Arab Emirates to manage client relationships within the freight forwarding sector. This role entails being the primary liaison for customer inquiries, handling order processing, shipment tracking, and ensuring compliance with logistics protocols.

Key Responsibilities

• Act as the primary contact for clients, addressing their queries and resolving issues promptly while maintaining consistent communication to understand their needs fully.
• Manage and coordinate freight forwarding orders accurately and efficiently by collaborating with internal teams.
• Oversee shipment status, provide live updates to clients, and handle shipping documents ensuring regulatory compliance.
• Resolve any shipment, delivery, or documentation discrepancies by working with relevant departments to apply corrective measures.
• Train and support clients in utilizing company online platforms and tools, particularly for shipment tracking and documentation.
• Guarantee adherence to industry regulations and company policies by maintaining organized customer documentation and practicing quality assurance.
• Implement quality control procedures to meet or surpass customer expectations and gather feedback for ongoing improvements.
• Coordinate with sales and operations teams to facilitate smooth transitions from sales to service delivery, clearly communicating client needs to internal stakeholders.
• Prepare and analyze customer service performance reports for management highlighting customer satisfaction and operational efficiency.

Qualifications and Skills

• Bachelor’s degree in Business, Logistics, or a related discipline.
• Minimum of two years’ experience in customer service roles within freight forwarding or logistics industries.
• Excellent communication and interpersonal abilities paired with attention to detail and multitasking skills in fast-moving environments.
• Strong understanding of freight forwarding procedures, shipping documentation, and compliance regulations.
• Proficiency in customer service software and Microsoft Office applications.
• Effective problem-solving skills and the capability to manage customer complaints constructively.