Customer Service Representative

House of Shipping; Dubai; On-site; AED 70,000 - 100,000; Full time

Job summary

A leading consultancy in the Shipping & Logistics sector is hiring an Executive for Customer Service & Documentation in Dubai. This role involves coordinating with customers and internal teams to manage bookings and documentation for the container shipping industry, requiring a minimum of 2 years of relevant experience. The ideal candidate will demonstrate excellent communication, customer orientation, and a high level of attention to detail in a demanding environment.

Qualifications

• Minimum 2 years’ experience in Container Shipping.
• Export shipping processes and documentation knowledge required.
• Good command of spoken and written English.

Responsibilities

• Handle customer queries related to bookings and documentation.
• Coordinate booking processes and liaise with operations teams.
• Follow up on complaints and ensure timely resolution.

Skills

Communication

Customer Orientation

Attention to Detail

Interpersonal Skills

Education

Bachelor's Degree or qualified professional

Tools

MS Office Applications

Job description

Executive – Customer Service & Documentation - Location Dubai (Shipping Experience only required)

Who we are

House of Shipping provides business consultancy and advisory services for Shipping & Logistics companies. House of Shipping's commitment to their customers begins with developing an understanding of their business fundamentals.

Currently we are hiring on behalf of our client, a leading global container liner company, for the position of Executive – Customer Service & Documentation based in Dubai.

Client Name: Confidential (Liner Shipping Industry)

Designation: Executive – Customer Service & Documentation (On Site)

Location: Dubai

Years of exp: Minimum 2+ years required from Container Shipping/Feeder or NVOCC industry only

Reporting to: Sales Manager

Nationality: Preferred Emirati, Egyptians, Filipino, Indonesian, Thai, African, Mayanna, SriLankan, Syrians, Lebanese, Jordanians, Sudanese, Chinese, Nepalis.

Job purpose:

• The primary role of the Executive – Customer Service (SOC) is to effectively handle the front facing end to end activities of the sale and all the relevant interactions/ correspondence with customers/ internal stakeholders relating to booking release, invoicing, status etc.

Customer Relations:

• Booking co-ordination with the customer for booking and booking related queries.
• Co-ordination with customers & operation team and follow up with them until the containers is loaded & discharge at destination.
• Haz, Flexi, Special cargo (OOG) approval follow up with the Dg desk with all slot operators.
• Co-ordination with customers and Ops Team for issuing forms and for after cut-off Via permission & all terminal related queries and discrepancy.
• Providing information to customers relating to vessels update.
• Preparing Partner & DF customers Balance to load (BTL) allocation.
• Preparing Cargo Booking Forecast (CBF) as per partner format.
• Preparing rate sheet & update to pricing department for filing slot rate.

Background and experience:

• Minimum 2 years’ experience in the Container Shipping industry.
• Export shipping Processes and Documentation working knowledge is a must.
• MS Office Applications especially Excel.

Dispute coordination, follow up on and closure:

• Timely action and escalation of complaints, potential issues related to late gate-in, trans-shipment delays, invoicing errors to concerned Stakeholders.
• Constant and urgent follow up with concerned internal/ external Parties to ensure timely and accurate info relayed back to Customer.

Education requirements:

• Bachelor’s Degree or qualified professional.

Language requirements:

• Good command of spoken and written English.

Competencies and skills:

• Excellent communication, written and verbal.
• Pleasant, patient listening skills.
• Team Player, strong interpersonal skills.
• Customer Orientated.
• Attention to detail, error free working.
• Work well under pressure in a fast-paced and professional environment.
• Flexible, willing approach to adjust to new Systems/ Processes, when applicable.