Customer Service Officer
We are looking for a Customer Service professional. If you are solution-oriented and thrive on making a positive impact in people’s lives every day, we want to hear from you!
We are looking for a Customer Service professional who excels in delivering outstanding experiences and serving as the primary point of contact for customers. If you are solution-oriented and thrive on making a positive impact in people’s lives every day, we want to hear from you! Can you effectively handle customer communication and think on your feet? Are you adept at multi-tasking, prioritizing, and managing your time efficiently? If this sounds like you, click the “Apply” button!
On behalf of our client, MARPRO is looking for a Customer Service Officer.
The Customer Service Officer delivers outstanding support to our customers, ensuring a smooth onboarding experience and guiding them through our digital journey. You will tailor services to meet each customer's unique needs and expectations. The Customer Service department comprises various specialized segments, and we are currently seeking new team members to join the Standard team.
Your responsibilities vary from case management related to ownership, prioritization and analysis to working on Service Level Management.
More specifically
- Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process
- Case Analysis & Dispatch, Analyse customer queries and consult experts or dispatch to the correct team for faster/quality turnaround time
- Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
- Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager
Key duties are the following but not limited to
- Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP
- Manage all cases based on FIFO (First in First out) basis.
- Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
- Central point to handle exceptions / customer special demands
- Resolving complaints in case of unexpected shipment disruptions/ issues
- Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timeline
- Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
- Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
Professional Qualifications
- MBO level 4+
- Experience within the shipping industry
- Experience within similar roles within Customer Service/Customer Care
- Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
- Great customer facing skills with ability to build and nurture relationships
- Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
Benefits you can expect
- Attractive remuneration package
- Solid pension with contributions fully covered by the company
- Annual performance bonus subject to personal and company performance
- Collective health insurance with discount on additional packages
- Opportunity to participate in volunteer initiatives
- Access to 3000+ learning resources and courses
- Birthday bonus
The recruitment process is handled by MARPRO. For questions, please contact us on
+31 6 5472 5675.
If interested, please upload your motivated application and CV, by clicking the apply link. You receive a confirmation when you have completed the application process. If you haven´t received a confirmation e-mail within 10 minutes after applying, please check your spam folder. In case you locate it in the spam folder, remember to white-list the domain, so you receive invitations to interviews etc.
- Job type
- Customer Success Management
- Locations
- Rotterdam, Netherlands
About Marpro Group
We strongly encourage you to connect with MARPRO, to be considered for job openings that are not publicly listed. It is 100% free and confidential to join our talent pool and you can create your personal profile in few minutes.
We are your gateway to Maritime & Shipping talent. Whether you’re a maritime or logistics company seeking exceptional professionals or a skilled individual searching for the next career opportunity, we connect the right talent with the right employers. Our extensive network and industry-specific expertise ensure a seamless recruitment process, making us the preferred choice for Maritime & Shipping staffing solutions.
We have the full and exclusive mandate to all positions listed and all applications have to go via MARPRO Group.
Customer Service Officer
We are looking for a Customer Service professional. If you are solution-oriented and thrive on making a positive impact in people’s lives every day, we want to hear from you!
Loading application form