Customer Service Executive

Communication

Internal Communication:

• Key Account Management
• Customer Solutions Team
• Business Unit Heads/ Managers

Purpose:

• Coordinate key customers' requests/challenges and ensures monitoring of service performance
• Convey requirements of customers for possibility of developing/improving processes and solutions
• Frequent exchange of updates including communication of operational issues related to key accounts

External Communication:

• Milaha Key Customers
• Stakeholders and Influencers

Purpose:

• Support key customers' business, cross selling, upselling, coordinate with internal divisions to satisfy customers' requirements
• Represent Milaha and demonstrate strong competence in interactions with stakeholders and influencers

Occupational Health & Safety and Environment

Accountability:

Are accountable for their acts and omissions.

Responsibility:

To follow agreed safe systems of work; to follow training and instructions; and to report accidents, incidents and near misses.

Authority:

To stop work if they think the work is unsafe.

Minimum Qualification/Experiences/Skills

Education & Professional Qualification:

• Bachelor's degree (preferred) or diploma in Business, Communication, PR or related field.
• Proven experience in customer service or a client-facing role.
• Strong communication (verbal and written) and interpersonal skills.
• Ability to handle difficult situations with patience and empathy.
• Proficiency in MS Office and CRM systems.
• Good problem-solving skills and attention to detail.
• Ability to work under pressure and manage multiple tasks.
• Multilingual skills (Arabic/English or other) are an advantage.
• High Level Agility

Professional Experience:

• Minimum 3 years' experience in container shipping customer service (line, agent, or NVOCC).

Geographic Experience:

• GCC

Computer Skills:

• MS Office
• ERP

Language Skills:

• Fluent English – Reading, Writing and conversing.
• Arabic is a plus

Market/Industry/Functional Knowledge:

• Customer Service with Large Entities Exposure
• Container Shipping or Freight logistics is a plus

Key Roles & Responsibilities

• Act as the dedicated focal point for Qatar's VIP customers, ensuring centralized service.
• Manage end-to-end shipment handling including bookings, documentation, and customer updates.
• Ensure prompt and clear responses to customer queries, complaints, and service requests.
• Coordinate with Operations, Documentation, Finance, and Sales teams to deliver seamless service.
• Track and monitor shipments proactively, updating customers on delays, disruptions, or exceptions.
• Support Key Account Manager with VIP reports, KPIs, and service performance reviews.
• Maintain accurate records in CRM/ERP systems for all customer interactions.
• Identify process gaps and recommend improvements to enhance service delivery.

Communication

Internal Communication:

• Coordinate with Operations/Port teams for vessel schedules, container availability, and handling updates.
• Work closely with Documentation team to ensure accuracy in Bills of Lading and related documents.
• Liaise with Finance for payment updates, credit terms, and invoice clarifications.
• Support Sales/Key Account Manager with customer feedback, volume forecasts, and service requirements.
• Escalate major service issues to Management with clear reporting and proposed solutions.

Purpose:

• Share VIP customer requirements with Operations/Port teams to secure space, equipment, and on-time vessel connections.
• Coordinate with Documentation team to ensure Bills of Lading, delivery orders, and other shipping documents are prepared accurately and on time.
• Liaise with Finance for invoice clarifications, credit approvals, and monitoring demurrage/detention charges.
• Provide feedback and insights from VIP customers to the Sales/Key Account Manager to support retention and growth.

External Communication:

• Serve as the primary point of contact for VIP customers in Qatar.
• Provide timely updates on sailing schedules, shipment status, delays, and documentation.
• Clarify requirements for export/import documentation and compliance.
• Liaise with ports, customs, and logistics partners for smooth cargo movement.
• Conduct regular check-ins and review calls with VIP customers to strengthen relationships.

Purpose:

• Serve as the main point of contact for all inquiries, bookings, and shipment updates from VIP clients.
• Provide accurate and timely information on sailing schedules, cut-off times, documentation requirements, and cargo status.
• Proactively inform customers about vessel delays, roll-overs, disruptions, and potential extra charges.
• Clarify and confirm Bill of Lading instructions, customs compliance requirements, and delivery arrangements.
• Liaise with ports, customs, transport providers, and agents to ensure smooth cargo movement.
• Build and maintain strong relationships with VIP accounts through consistent updates, service reviews, and issue resolution.

Minimum Qualification/Experiences/Skills

Education & Professional Qualification:

• Bachelor's degree (preferred) or diploma in Business, Communication, PR or related field.
• Proven experience in customer service or a client-facing role.
• Strong communication (verbal and written) and interpersonal skills.
• Ability to handle difficult situations with patience and empathy.
• Proficiency in MS Office and CRM systems.
• Good problem-solving skills and attention to detail.
• Ability to work under pressure and manage multiple tasks.
• Multilingual skills (Arabic/English or other) are an advantage.
• High Level Agility

Professional Experience:

• Minimum 3 years' experience in container shipping customer service (line, agent, or NVOCC).

Geographic Experience:

• GCC

Computer Skills:

• MS Office
• ERP

Language Skills:

• Fluent English – Reading, Writing and conversing.
• Arabic is a plus

Market/Industry/Functional Knowledge:

• Customer Service with Large Entities Exposure
• Container Shipping or Freight logistics is a plus