Logistics Customer Success Lead

PSA International; Dubai; On-site; AED 120,000 - 190,000; Full time

Job summary

PSA BDP is seeking a frontline Customer Service professional in Dubai to deliver exceptional service to customers, manage onboarding, and drive continuous process improvements within freight forwarding operations.

The role focuses on addressing inquiries, handling complaints, maintaining data quality in the system, and collaborating with Operations, Sales and Finance to ensure high service levels across the account portfolio.

Qualifications

• Firm knowledge of at least 2 foreign business languages with strong written and oral skills.
• Initiative and strong organizational sense to meet customer requirements.
• Ability to stay calm under pressure and handle stressful situations.
• Team player who can also work independently.
• Able to work with diverse cultures.

Responsibilities

• Focus on customer engagement, satisfaction, retention and reactivation through high level of service quality, close collaboration with operational and commercial key stakeholders, along with management to optimize the customer experience.
• Support customers by providing information, answering questions, considering their suggestions and complaints.
• Ensure best-in-class customer onboarding.
• To focus on continuous improvement of processes and controls, including management of customer complaints, aiming for consistently delivering to the customer.
• Advising and consulting customers to ensure customer satisfaction, to maintain own key performance indicators.
• Resolve escalated and complex customer issues on-time.
• Maintain and integrate customer information accurately into the system.
• Accountable for maintaining excellent services levels for external and internal stakeholders.
• Identify business development opportunities within existing accounts & manage the Key Accounts being responsible for its development.
• Feedback to the customer (internal and external reporting of the shipments to the customer) by various means (mail, phone, EDI)
• High standard of knowledge about operational regulations for Ocean and Customs, and close follow up with operations for shipment handling and troubleshooting
• Ensure data quality at all times and timely customer reporting in accordance with the KPI’s.

Skills

Multilingual: 2+ languages

Customer service mindset

Organizational skills

Team player

Education

Professional degree in logistics and forwarding

Tools

Microsoft Office

TMS software

Job description

PSA BDP is seeking a frontline Customer Service professional in Dubai to deliver exceptional service to customers, manage onboarding, and drive continuous process improvements within freight forwarding operations.

The role focuses on addressing inquiries, handling complaints, maintaining data quality in the system, and collaborating with Operations, Sales and Finance to ensure high service levels across the account portfolio.