Customer Service Executive – Shipping & Logistics (Arabic speaker)

NAJ Logistics Express Inc.; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A logistics and shipping company in Sharjah is hiring a Customer Service Executive. The role involves handling client communications, managing orders, and providing after-sales service. The ideal candidate possesses a Bachelor's degree and at least 3 years of experience in customer service within logistics. Fluent Arabic and English are required, along with proficiency in ERP/CRM systems.

Qualifications

• Minimum 3 years’ experience in customer service, logistics, or shipping.
• Strong skills in problem-solving and negotiation.

Responsibilities

• Act as main point of contact for clients, ensuring smooth communication.
• Monitor shipments from purchase to final delivery.
• Handle claims related to delays or damages.
• Submit daily reports on inquiries and orders.

Skills

Problem-solving

Customer relationship management

Negotiation

Fluency in Arabic

Fluency in English

Education

Bachelor’s degree in Business Administration or related field

Tools

ERP/CRM systems

Odoo

Job description

Location: Sharjah, United Arab Emirates

Employment Type: Full-time

About the Role

We are looking for a Customer Service Executive to join our team in the shipping & logistics sector. The ideal candidate will act as the main point of contact for our clients, ensuring smooth communication, accurate shipment handling, and exceptional customer satisfaction.

Key Responsibilities

Client Communication

• Respond to customer inquiries via phone, email, and messaging platforms (WhatsApp/CRM).
• Provide accurate information on rates, transit times, clearance, and delivery services.
• Maintain long-term relationships with customers to ensure satisfaction and loyalty.

Order & Shipment Management

• Record customer and vehicle data in ERP/CRM systems.
• Prepare proforma invoices and official quotations.
• Monitor shipments from purchase to final delivery.
• Coordinate with operations for customs clearance and port handling.

After-Sales Service

• Ensure customer satisfaction post-delivery.
• Handle claims related to delays or damages.
• Report recurring customer issues with suggested improvements.

Problem-Solving & Escalation

• Act promptly on customer issues (delays, documentation errors, billing discrepancies).
• Liaise with relevant departments (Accounts, Operations, Customs) for quick resolutions.
• Escalate critical cases with proposed solutions to the Customer Service Manager.

Reporting & Follow-Up

• Submit daily reports on inquiries, orders, and closed shipments.
• Provide weekly updates on:
• New customer acquisitions.
• Customer satisfaction levels.
• Frequent operational issues.
• Log customer feedback for service enhancement.

Additional Customer Excellence Duties

• Manage VIP client relationships.
• Support marketing campaigns by engaging with past customers.
• Train new staff on company systems and procedures.
• Monitor and respond to customer queries on social media.
• Assist sales in converting leads by explaining services.
• Represent the company at exhibitions and events.

Skills

Qualifications & Requirements

• Bachelor’s degree in Business Administration or related field (preferred).
• Minimum 3 years’ experience in customer service, logistics, or shipping.
• Fluency in Arabic and English (mandatory).
• Proficiency in ERP/CRM systems (experience with Odoo or shipping software is a plus).
• Strong skills in problem-solving, negotiation, and customer relationship management.