Customer Service Officer

About the role

We are seeking a Customer Service Officer to join our team in Jeddah. The role serves as the single point of contact for all customer inquiries, managing cases from start to finish and ensuring high-quality service throughout the cargo transport process.

Key responsibilities

• Act as the single‑entry point for all customer care queries, handling calls, cases and chats within SLA timelines.
• Own each case end‑to‑end, without forwarding to other departments.
• Address complaints and shipment disruptions professionally and efficiently.
• Coordinate with internal teams to resolve issues and communicate operational updates such as vessel delays.
• Monitor and follow up on customer KPIs including FCRR, TAT and NPS.
• Conduct regular meetings with customers to drive continuous improvement and promote value‑added services.
• Manage cases using FIFO principle and guide customers through digital tools.
• Handle special shipments such as Direct Delivery and Breakbulk, providing tailored solutions.

Required profile

• 2‑5 years of experience in shipping and logistics.
• Strong customer and vendor relationship management abilities.
• Proven track record of driving change, innovation and process improvement.
• Excellent communication, presentation and decision‑making skills.
• Team‑player attitude with a proactive and professional approach.

Required skills

• Proficiency in MS Office applications.