Customer Service - Customer Experience Officer
Core
Handle incoming telephone bookings, manage client communications, resolve service issues, and proactively contact clients to ensure timely deliveries and retain business.
Role type
Customer Service Officer (Logistics)
Builds
Client bookings, delivery schedules, and service resolution workflows for a transport and logistics group.
Domain
Logistics and Transport
Deliverable
product features
Required skills
Telephone communication, client relationship management, booking data entry, issue escalation, performance KPI tracking
Preferred skills
Experience with transport management systems (TMS), knowledge of dangerous goods handling, proactive client outreach
Technologies
Transport Management System (TMS), Slack, Google Live Spreadsheet
Responsibilities
Answer incoming calls within 3 rings and accurately record booking details including dimensions and weight; Proactively contact clients regarding delivery status, delays, and to encourage repeat business; Resolve client queries and service concerns within 24 hours or escalate to management; Liaise with sub-contractors and internal departments to rectify delivery issues; Monitor and update concern reports and job notepads in the TMS.
Seniority
Individual Contributor