Temporary Customer Service Officer | Maritime

Rotterdam, reference 2025-01882

Job description

• Case Ownership: Ensure all customer inquiries (across all channels) are responded to within agreed SLAs and quality standards through effective collaboration with relevant stakeholders, keeping customers informed throughout the resolution process.
• Case Prioritization: Prioritize customer requests based on the criticality of each query to meet expectations and maintain satisfaction.
• Case Analysis & Dispatch: Analyze customer queries, consult subject matter experts, or assign to the appropriate team for efficient and high-quality resolution.
• Escalations: Identify and escalate recurring customer issues or pain points to the Regional Customer Care Manager.

• Monitor and ensure service levels are maintained according to tender or contract SOPs.
• Manage all cases based on a First In, First Out (FIFO) approach.
• Respond promptly to customer inquiries via calls, cases, or chat to provide assistance, answer questions, and resolve issues.
• Act as the central point of contact for exceptions or special customer requests.
• Handle and resolve complaints related to shipment disruptions or other issues, providing suitable solutions within the committed timeframe.
• Communicate with customers and coordinate system updates when necessary (e.g., vessel delays, call omissions, rollovers, late VGM, etc.).
• Collaborate closely with internal departments and facilitate communication between teams (e.g., agency, head office, customers).

Requirements

• Relevant Experience: Previous experience in Customer Service or Customer Care roles, with a strong understanding of customer engagement and issue resolution, within the Maritime shipping industry.
• Strong Communication Skills: Ability to clearly articulate business scenarios and interact effectively with customers, senior leaders, and middle management.
• Customer Relationship Focus: Excellent interpersonal skills with the ability to build, maintain, and strengthen long-term customer relationships.
• Professionalism and Resilience: A positive attitude, professional demeanor, and the capability to remain composed and effective under pressure or in challenging situations.
• A B2 level of the Dutch language as well as fluency in English is required for this position

Working conditions

• Fully covered pension contributions.
• Annual performance bonus based on personal and company performance.
• Discounted health insurance with additional packages.
• Opportunities to participate in volunteer initiatives.
• Access to extensive learning resources and courses.
• Birthday bonus.

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