Customer Service Representative (Freight Forwarding)

Key Responsibilities:

• Coordinate with international partner agents through email, WhatsApp, WeChat, and other communication channels regarding shipment bookings, shipment arrivals, cargo status updates, and billing matters.
• Liaise with freight forwarders, shipping lines, and relevant stakeholders to process Delivery Orders (DOs), ensuring complete documentation and timely payment submission for the smooth and efficient release of shipments.
• Provide clients with accurate and timely shipment updates by regularly sending shipment status reports via email and maintaining active communication through Viber groups and other approved channels.
• Maintain and update the company's internal database and monitoring systems with complete and accurate shipment information to ensure efficient tracking, reporting, and operational visibility.
• Respond promptly to customer inquiries, concerns, and complaints, providing professional assistance, effective solutions, and proactive follow-up to ensure a high level of customer satisfaction.
• Monitor shipment progress from origin to destination, coordinating with internal teams and external partners to address issues and prevent delays.
• Build and maintain strong relationships with customers, agents, and service providers by delivering excellent customer service and consistent communication throughout the shipping process.

Job Requirements

Preferred Skills and Qualifications

• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Attention to detail and strong organizational skills.
• Ability to multitask and work in a fast-paced logistics environment.
• Proficiency in Microsoft Office applications and freight forwarding systems.
• Experience in freight forwarding, logistics, shipping, or customer service is an advantage.