Customer Service Officer

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 solutionoriented and thrive on making a positive impact in peoples lives every day we want to hear from you! Can you effectively handle customer communication and think on your feet Are you adept at multitasking 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 customers 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

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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 havent received a confirmation email within 10 minutes after applying please check your spam folder. In case you locate it in the spam folder remember to whitelist the domain so you receive invitations to interviews etc.