Role Purpose (Why do we need this role?)
To deliver high standard of customer service to external and internal customers ensuring a one-touch resolution of cases handled. The Customer Service Officer will have full responsibility and end-to-end ownership of customer shipments and issues at a local level.

Role Accountabilities (What is this role responsible for delivering?)

Customer and Stakeholder Communication
-Acts as primary point of interaction with customers on queries or any issue related to shipments
-Acts and communicates proactively and keep customers informed of any issues or changes to their shipments
-Coordinates with other departments and stakeholders to investigate and resolve issues raised

Process management and improvement
-Manages local processes including:
- Booking and amendment requests
- Booking acceptance & equipment release processes
- DG acceptance confirmation
- Regulatory requirements - Customs, Port and Quarantine
- Port and terminal requirements
- Third party slot shipments
- Transhipment processes
- Distribution of receival and delivery information
- Documentation inquiries and amendments
- Issuing of Bills of Lading/Invoices
- Import cargo releases processes
- Value Added Services
- eBusiness customer support
- Cargo claims support
-Addresses root causes and seeks continuous improvements – constantly looks for ways to improve work processes
-Performs other duties as requested by the Customer Service Supervisor or Manager.

Safety
-Take responsibility for the safety of myself and those around me by displaying safety leadership principles (i.e. Safety I’s & Accountability ladder).
-Challenging and stopping unsafe acts and behaviours or unsafe conditions.
Key Qualifications & Skills (What knowledge will ensure success in the role?)

Qualifications
-University entrance (or equivalent) with further qualifications well regarded, especially in Business.

Technical Skills
-Minimum 3 years’ shipping experience and/or relevant Customer Service experience
-Previous experience in a customer facing role, preferably one that involved any form of critical thinking

Professional Skills
-Personable, energetic and excellent communication skills.
-Can handle pressure and high volume of customers.
-Ability to converse with people of all levels and is well organised, efficient and effective.
-Excellent team player and able to work effectively under pressure.
-Ability to learn new concepts and procedures quickly and efficiently.


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