Customer Service Professional – Côte d'Ivoire

About the role

We are looking for a Customer Service Professional to join our logistics team in Côte d'Ivoire. You will act as the single point of contact for large and advanced customers, ensuring their queries are handled efficiently and their expectations are met.

Key responsibilities

• Monitor Service Level Agreements (SLAs) and ensure compliance with group requirements.
• Manage the full lifecycle of customer cases, dispatching to back‑office teams when needed.
• Respond to customer calls, emails, and chat messages, providing timely support and solutions.
• Handle exceptions, special demands, and shipment disruptions with professional communication.
• Coordinate with internal departments (agency, head office, etc.) to resolve issues and implement system modifications.
• Identify upsell and cross‑sell opportunities for value‑added services such as carrier haulage and VGM.
• Track and act on TPS and NPS feedback, and conduct face‑to‑face meetings to drive continuous improvement.
• Prioritize, analyze, and route customer requests, escalating recurring issues to the Regional Office Customer Care Manager.

Required profile

• Strong knowledge of shipping and logistics processes.
• Minimum 3 years of customer‑facing experience.
• Excellent communication skills with the ability to interact with senior business leaders.
• Professional demeanor, positive attitude, and ability to manage stress.
• Graduate or bachelor’s degree (any field).
• Good level of English.

Required skills

• Basic proficiency with MS Office.

What we offer

• Opportunity to work with a leading logistics group.
• Dynamic environment with growth and development prospects.