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 and delivery schedules for a transport and logistics group
Domain
Logistics and Transport
Deliverable
client delivery coordination
Required skills
telephone communication, client relationship management, booking data entry, service issue resolution, regulatory compliance (dangerous goods/manual handling)
Preferred skills
upselling services, proactive client outreach, multi-department liaison
Technologies
Transport Management System (TMS), telephone systems, 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 complaints within 24 hours; Liaise with sub-contractors and internal departments to rectify delivery issues; Ensure compliance with company policies for dangerous goods and manual handling risks.