Founded in 1994, Rahman International Cargo is a leading logistics and freight forwarding company with offices in Kabul, Afghanistan, and Dubai, UAE. For over 30 years, we have been providing reliable, efficient, and cost-effective logistics solutions to customers worldwide.

Supported by a global network of trusted partners and a team of experienced professionals, we specialize in air, sea, and land freight, customs clearance, warehousing, and supply chain solutions. Our commitment to innovation, operational excellence, and customer satisfaction enables us to deliver seamless logistics services that connect businesses across the globe.

At Rahman International Cargo, we are dedicated to building long-term partnerships through trust, reliability, and exceptional service.

Job Summary

Overview

The Customer Service Officer (CSO) is a frontline employee responsible for delivering exceptional customer service before, during, and after customers' interactions with the company. The CSO plays a vital role in maintaining positive customer relationships, handling inquiries, processing shipments, resolving issues, and ensuring a high level of customer satisfaction.

In addition to customer service duties, the CSO is responsible for assisting with the operational handling of shipments, including packaging, loading, unloading, and ensuring goods are handled safely and accurately.

Key Responsibilities

1. Customer Interaction

• Serve as the primary point of contact for customers through phone, email, online chat, and face-to-face interactions.
• Respond promptly and professionally to customer inquiries, requests, and complaints.
• Provide accurate information regarding company services, pricing, transit times, shipping requirements, customs procedures, and company policies.
• Guide customers in selecting the most suitable shipping solutions.

2. Order Processing & Shipment Management

• Receive and process customer shipment bookings.
• Assist customers with shipment documentation and payment processing.
• Verify shipment details, service availability, pricing, and destination requirements.
• Track shipments and provide regular status updates.
• Coordinate with warehouse staff, drivers, and third-party carriers to ensure timely deliveries.
• Resolve shipment delays and delivery-related issues.

3. Packaging & Cargo Handling  (Only for Male Candidates)

• Properly package customer shipments according to company standards and carrier requirements.
• Ensure fragile, hazardous, and special cargo are packed safely and labeled correctly.
• Assist with loading and unloading shipments from company vehicles and warehouse storage areas.
• Inspect packages for damage before dispatch and upon arrival.
• Ensure all shipments are weighed, measured, labeled, and documented accurately.
• Maintain a clean, organized, and safe working environment while handling cargo.

4. Issue Resolution

• Investigate and resolve customer complaints regarding shipment delays, damaged goods, billing discrepancies, missing packages, or service concerns.
• Coordinate with internal departments and logistics partners to resolve issues promptly.
• Escalate complex matters to management when necessary.
• Follow up with customers until issues are fully resolved.

5. Customer Relationship Management

• Build and maintain strong customer relationships.
• Understand customer requirements and recommend appropriate logistics solutions.
• Follow up with customers after deliveries to ensure satisfaction.
• Identify opportunities to promote additional company services and products.

6. Documentation & Reporting

• Maintain accurate records of customer interactions, shipment information, and issue resolutions in the company's database.
• Prepare daily and monthly customer service reports.
• Record customer feedback and recommend process improvements.
• Ensure shipping documents are complete, accurate, and compliant with company procedures.

7. Continuous Improvement

• Stay informed about logistics industry trends and customer service best practices.
• Participate in company training programs.
• Continuously improve communication, problem-solving, and operational skills.
• Suggest improvements to customer service and operational processes.

Education

• Minimum qualification: 12th Class (Higher Secondary/Intermediate) graduation or equivalent.
• A Bachelor's degree in Business Administration, Marketing, Logistics, Supply Chain Management, or a related field will be considered an added advantage.

Experience

• Minimum 2 years of relevant experience in customer service.

Skills & Competencies

• Excellent customer service and communication skills.
• Strong interpersonal and negotiation skills.
• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.
• Ability to multitask in a fast-paced environment.
• Basic knowledge of cargo handling and shipment documentation.
• Knowledge of cargo transportation regulations is an advantage.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Internet applications.
• Goal-oriented with the ability to achieve service and operational targets.
• Physically capable of assisting with packaging, loading, and unloading shipments when required.
• Flexible to work extended hours, weekends, or shifts when operationally required.

Languages

• Fluency in the national language(s).
• Good spoken and written English.

Mandatory Requirement

Valid Driving License (100% Required) (Only for Male Candidates)

Applicants must possess a valid driving license appropriate for operating company vehicles. This is a mandatory requirement for the position, as the Customer Service Officer may be required to:

• Pick up and deliver customer shipments.
• Visit customers when required.
• Operate company vehicles for business purposes.
• Support operational logistics during peak periods.

Candidates without a valid driving license will not be considered for this position.