Customer Service Officer – Service Delivery

About the role

We are looking for an experienced Customer Service Officer to join our international shipping and logistics organisation. The role focuses on delivering exceptional service throughout the shipping process, acting as the primary point of contact for customers and ensuring cases are resolved efficiently.

Key responsibilities

• Serve as the main contact for customer enquiries via phone, email and digital platforms.
• Manage the full lifecycle of customer cases, meeting agreed Service Level Agreements.
• Investigate requests and coordinate with operations, logistics, finance, commercial and other internal teams.
• Provide professional support for enquiries, complaints, operational exceptions and special requirements.
• Build and maintain strong customer relationships through proactive communication and regular service reviews.
• Monitor customer satisfaction using CSAT, TPS and NPS feedback.
• Promote digital solutions and identify value‑added service opportunities.
• Conduct root‑cause analysis on recurring issues and recommend improvements.
• Ensure compliance with company policies, cargo release procedures and legal requirements.
• Verify documentation, process cargo and Bill of Lading releases, and maintain accurate records.

Required profile

• Bachelor's degree or equivalent tertiary qualification.
• Minimum 5 years of experience in the liner shipping industry.
• At least 2 years in a customer‑facing service role.
• Strong understanding of shipping operations, documentation and cargo release processes.
• Excellent verbal and written communication skills.
• Strong analytical, problem‑solving and multitasking abilities.
• Professional, customer‑centric attitude with strong interpersonal skills.

Required skills

• LARA system (all relevant modules).
• Microsoft Office applications.