Responsibilities include;
- Monitoring Service Level Agreements (SLAs) to ensure agreed customer service levels are maintained in line with contract requirements and standard operating procedures (SOPs).
- Managing all customer cases on a FIFO (First In, First Out) basis.
- Responding to customer enquiries via phone, email, chat, and case management systems, providing timely support, answering questions, and resolving issues.
- Acting as the central point of contact for customer exceptions and special requests.
- Managing and resolving customer complaints arising from unexpected shipment disruptions or operational issues.
- Providing appropriate solutions and alternatives within agreed timelines to ensure a high level of customer satisfaction.
- Proactively contacting customers and coordinating system updates or modifications when operational changes occur (e.g. Vessel delays, port call omissions, cargo rollovers, cut-and-run situations, late VGM submissions, etc.).
- Collaborating with internal departments and coordinating communication between operational teams, regional offices, and customers to ensure efficient issue resolution.
- Relevant Experience: Previous experience in Customer Service or Customer Care roles, with a strong understanding of customer engagement and issue resolution, within the Maritime shipping industry.
- Strong Communication Skills: Ability to clearly articulate business scenarios and interact effectively with customers, senior leaders, and middle management.
- Customer Relationship Focus: Excellent interpersonal skills with the ability to build, maintain, and strengthen long-term customer relationships.
- Professionalism and Resilience: A positive attitude, professional demeanor, and the capability to remain composed and effective under pressure or in challenging situations.
- A B2 level of the Dutch language as well as fluency in English is required for this position
- A monthly salary between €3.000 - €3.500 per month
- Pension contribution
- Birthday Bonus
- Reimbursement of travel costs
- A 37.5 hour work week
- Annual performance bonus based on personal and company performance
- Temporary contract via Undutchables
Salarisomschrijving
€3000 - €3500 monthly