Customer Service Officer

Role overview

We are hiring a Customer Service Officer for a growing logistics and shipping environment in Jeddah, Saudi Arabia. The role sits within a customer-focused team that works to deliver responsive service, manage cargo-related issues, and support smooth transport operations for customers.

Key responsibilities

The position covers customer care handling across multiple service desks. Depending on assignment, the role may involve advanced support, standard case handling, or special shipment coordination.

Advanced desk duties

• Act as the first contact point for all customer service questions and requests.
• Own cases from start to finish without redirecting them to other departments.
• Reply to customer calls, cases, and chat requests within agreed service timelines.
• Resolve complaints and shipment interruptions in a professional and efficient manner.
• Work with internal teams to make sure issues are closed on time.
• Keep customers informed about operational changes such as vessel delays, rollovers, and related updates.
• Track customer service measures such as FCRR, TAT, and NPS.
• Meet customers regularly to support ongoing service improvement.
• Spot opportunities to offer value-added services such as Carrier Haulage and VGM.

Standard desk duties

• Process cases using the FIFO method.
• Encourage customers to use digital channels and guide them through a more efficient service journey.

Special desk duties

• Support Direct Delivery and Breakbulk shipments.
• Follow through on delivery-related processes and updates.
• Manage customized solutions for special cargo and commodity requirements.
• Hold regular customer discussions to understand business needs.
• Serve as the setup point for special exceptions such as fruit shipments and cross-sell scenarios.

Qualifications and profile

The ideal candidate has experience in shipping and logistics, can build strong customer and vendor relationships, and is comfortable driving process improvements and change. Clear communication, confident presentations, sound decision-making, teamwork, and a proactive professional attitude are important for success in this role. Familiarity with Microsoft Office tools is also required.

Additional information

This is a full-time, onsite position based in Jeddah, Makkah, Saudi Arabia. The role is part of a fast-growing and demanding organization with a strong focus on customer service and operational quality.