Customer Service & Documentation Supervisor
Alexandria, EgyptPosted 21 days ago39Applicants for1 open position
- 15Viewed
- 4In Consideration
- 14Not Selected
Job Details
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Job Description
- Provide guidance and support to team members especially in handling complex cases .
- Oversee daily customer service workflow and shipping operations, ensuring that all customer requests, bookings, and shipments are handled efficiently and implement process improvements to enhance efficiency and accuracy.
- Act as the point of escalation for resolving challenging customer inquiries, complaints, or disputes.
- Work closely with other departments – including Operations, Sales, Documentation, and Logistics – to ensure seamless end-to-end service for clients.
- Provide regular updates and valuable insights to stakeholders and senior management regarding customer service performance.
- Collaborate with shipping agents, and port terminals to troubleshoot operational issues, streamline communication, and continuously improve customer service processes.
Job Requirements
- Education: Bachelor’s degree .
- Industry Experience: 5+ years of experience in customer service within the shipping Agency, with at least 2 years in a supervisory or team lead role.
- Technical Proficiency: Proficient with office productivity and customer service software. This includes a good command of MS Office (Excel, Word, Outlook).
- Excellent communication and interpersonal skills, with fluency in English.
- Customer-Centric Approach: A sincere commitment to customer satisfaction and empathy for client needs. This includes being patient, attentive, and responsive to client feedback.
- Strong analytical and problem-solving skills. Capable of quickly assessing a situation, prioritizing issues, and formulating effective solutions under pressure. You take ownership of problems until they are resolved, and you use sound judgment to make decisions that balance customer satisfaction with company policies.
