Associate - Customer Service

The Associate - Customer Service (Voice Support) provides professional and efficient assistance to shipping customers through inbound calls. The role is responsible for handling inquiries related to bookings, shipment status, vessel schedules, imports, documentation, and service requests while ensuring timely resolution and an excellent customer experience.

• Handle inbound customer calls professionally, accurately, and efficiently.
• Resolve customer inquiries related to:
  • Shipment bookings
  • Cargo/shipment status
  • Vessel schedules
  • Import-related queries
  • Documentation requirements
  • General service requests
• Utilize effective questioning and active listening skills to understand customer requirements and provide accurate solutions.
• Take ownership of customer concerns through resolution or appropriate escalation.
• Escalate complex or unresolved issues to SMEs or relevant internal teams as per defined procedures.
• Provide timely and accurate updates to customers on open requests and cases.
• Maintain accurate records of customer interactions, requests, resolutions, and follow-up actions in CRM or service management systems.
• Adhere to established processes, compliance guidelines, quality standards, and escalation protocols.
• Identify recurring customer issues and contribute to knowledge management and continuous service improvement initiatives.

• Excellent verbal communication skills in English with professional telephone etiquette.
• Strong active listening, probing, questioning, and call-control abilities.
• Customer-focused approach with strong problem-solving capabilities.
• Ability to handle challenging customer interactions calmly and professionally.
• Capability to multitask and perform effectively in a fast-paced contact center environment.
• Good documentation skills, data-entry accuracy, and proficiency in MS Office applications.
• Quick learning ability with an interest in understanding shipping, logistics, and supply chain processes.

• 1-3 years of experience in:
  • Voice Support
  • Customer Service
  • Contact Centers
  • Logistics Operations
  • Shipping Operations
  • Supply Chain Operations
• Experience handling inbound customer service calls while meeting quality and productivity targets.
• Hands-on experience with CRM, ticketing, or workflow management tools.
• Knowledge of shipping, freight forwarding, logistics, or transportation processes will be an added advantage.

• Graduate in any discipline.
• Certifications in Customer Service, Logistics, or Supply Chain Management will be an added advantage.

• Customer First Mindset
• Accountability & Ownership
• Active Listening
• Problem Solving
• Team Collaboration
• Adaptability
• Professionalism

• Support coverage will be aligned with customer operating hours.
• Candidates must be flexible to work in rotational shifts based on business requirements.
• The role requir es adaptability to changing schedules and operational needs.