Founded in 1994, Rahman International Cargo has evolved into a premier logistics and freight forwarding company based in Kabul, Afghanistan & Dubai, UAE. Our journey began with a vision to redefine cargo services by combining cutting-edge technology, industry expertise, and a commitment to customer satisfaction. Rahman International Cargo's success story is deeply rooted in our extensive network of affiliated agents worldwide and the unwavering dedication of our highly skilled team. Together, they form the bedrock of our journey towards becoming a world-class freight forwarding company. As a global logistics solutions provider, our commitment to excellence knows no bounds. We take pride in delivering exceptional service that transcends borders, fostering prosperity and success for our clients across the globe.

Overview: The Customer Service Officer (CSO) is a frontline position responsible for providing exceptional service and support to customers before, during, and after their interaction with the company. CSO play a vital role in maintaining positive relationships with customers, addressing inquiries, resolving issues, and ensuring customer satisfaction.

Responsibilities:

1. Customer Interaction:
   • Serve as the primary point of contact for customers via phone, email, chat, or in-person interactions.
   • Respond promptly to customer inquiries, requests, and complaints with professionalism and empathy.
   • Provide accurate information about Services, Pricing, and company policies to assist customers in making informed decisions.

2. Order Processing and Management:
   • Assist customers with placing orders, processing payments, and tracking shipments.
   • Ensure timely and accurate processing of orders, including verifying service availability, pricing, and shipping details.
   • Follow up with customers to confirm order status, resolve delivery issues, and address any concerns or delays.

3. Issue Resolution:
   • Investigate and resolve customer complaints, discrepancies, or issues related to product quality, delivery errors, billing inaccuracies, etc.
   • Escalate complex or unresolved issues to management as needed, ensuring prompt resolution and customer satisfaction.

4. Customer Relationship Management:
   • Build and maintain strong relationships with customers by understanding their needs, preferences, and feedback.
   • Proactively reach out to customers to gather feedback, follow up on previous interactions, and offer assistance or additional services.
   • Identify opportunities to upsell or cross-sell products or services based on customer needs and interests.

5. Documentation and Reporting:
   • Maintain accurate records of customer interactions, inquiries, and resolutions in the company's Database.
   • Generate reports on customer feedback, trends, and satisfaction levels to inform business decisions and improve service quality.
   • Provide feedback to management on recurring issues or areas for improvement in services, processes, or policies.

6. Continuous Improvement:
   • Stay updated on product knowledge, industry trends, and customer service best practices to enhance performance and efficiency.
   • Participate in training sessions, workshops, or skill development programs to improve communication, problem-solving, and conflict resolution skills.
   • Actively contribute ideas and suggestions for improving customer service processes, workflows, and systems.

Qualifications:

• Bachelor’s degree in business administration, marketing, or a related field.
• Proven experience in sales and marketing, preferably in the cargo or logistics industry.
• Strong communication, negotiation, and interpersonal skills.
• Experience: Minimum 2-Years of relevant in customer service field preferred
• Languages: Proficiency in both national languages and communication in English
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in Microsoft Office Suite and Internet.
• Being flexible regarding working hours.
• Excellent customer service experience.
• Knowledge of cargo transportation regulations and industry trends is a plus.
• Goal-oriented mindset with a track record of achieving sales targets.

Please send your application and CV to: hr.rahmancargoltd@gmail.com

Please write the vacancy number in the subject line of your email.

Application without vacancy number will not be considered.

Applications received after the closing date will not be considered

Only shortlisted applicants will be contacted.