Customer Service Officer

Role overview

An established international shipping and logistics company is looking for a Customer Service Officer focused on service delivery to strengthen its Customer Care function in Harare. The ideal candidate will be customer-oriented, have solid liner shipping experience, and be committed to handling customer relationships, resolving issues efficiently, and supporting a smooth end-to-end shipping experience.

This position serves as the main contact point for customers and requires end-to-end ownership of service cases from the first query through final closure, working closely with internal teams to ensure a high-quality customer experience.

Key responsibilities

• Act as the first point of contact for customer questions coming in through phone, email, and digital channels.
• Own and track customer cases from opening to resolution, making sure turnaround times stay within agreed SLAs.
• Assess customer requests and work with operations, logistics, finance, commercial, and other teams to resolve matters effectively.
• Handle general support needs, complaints, operational exceptions, and special service requests in a professional manner.
• Develop and sustain strong customer relationships through proactive updates and recurring service review discussions.
• Track customer experience using CSAT, Transactional Performance Surveys (TPS), and Net Promoter Score (NPS) input.
• Encourage use of digital customer tools and look for opportunities to offer extra-value services.
• Analyse repeated service problems to identify root causes and suggest improvement actions.
• Follow company policies, cargo release rules, legal obligations, and operational standards.
• Check documentation, process cargo and Bill of Lading releases, handle container deposits where relevant, and keep records accurate in company systems.
• Keep customer records and service history up to date in internal platforms.

Requirements

• A bachelor’s degree or an equivalent tertiary qualification is required.
• At least 5 years of experience in the liner shipping sector.
• A minimum of 2 years in a customer-facing service role.
• Strong practical knowledge of shipping operations, documentation, cargo release workflows, and customer service standards.
• Hands-on experience with LARA across the relevant modules.
• Good understanding of shipping processes, systems, and organisational workflows.
• Proficiency with Microsoft Office tools.
• Strong spoken and written communication skills.
• Good analytical thinking and problem-solving ability.
• Ability to manage several customer cases at once while staying calm under pressure and meeting tight deadlines.
• A professional, customer-first attitude with excellent interpersonal and relationship-building skills.

Competencies and performance focus

• Customer service excellence and customer experience management.
• Relationship management and stakeholder engagement.
• Case ownership and resolution tracking.
• Problem solving and decision making.
• Attention to detail.
• Time management and prioritisation.
• Team collaboration.
• Adaptability and resilience.
• Continuous improvement mindset.
• Working with KPIs and service metrics.
• Maintaining SLA compliance.
• Monitoring CSAT, NPS, call response performance, and other customer experience indicators.

Application note

Applicants who meet the criteria are asked to email their resume in plain Word document format to dnyamugama@priconsultants.com.