Pelago is seeking a Customer Care Specialist to support a seamless and positive customer experience across air logistics operations for a large multinational company located in Jeddah, Saudi Arabia.
In this role, you will serve as a key point of contact for customers, providing proactive updates, resolving service issues, and coordinating with sales and operational teams to ensure customer requirements are understood and delivered. You will also support customer onboarding, quotation management, shipment monitoring, and performance reporting.
Key Responsibilities
Customer Care and Relationship Management
- Proactively engage with customers to understand their needs, provide guidance, and maintain high levels of customer satisfaction.
- Build and maintain strong customer relationships through responsive communication and consistent follow-up.
Shipment Monitoring and Performance
- Monitor customer shipments and provide timely, proactive updates on shipment status.
- Identify potential delays or service issues and coordinate with relevant stakeholders to resolve them before they escalate into complaints.
Customer Onboarding and Requirements Management
- Capture and enter customer requirements, agreed rates, and service commitments into internal systems.
- Ensure operational teams have accurate and complete information to meet customer expectations.
Complaint and Claims Management
- Respond to customer complaints and coordinate with relevant stakeholders to achieve timely resolution.
- Manage claims from initial reporting through to closure, keeping customers informed throughout the process.
Quotation Management
- Review and qualify customer inquiries and prepare quotations in line with company pricing guidelines.
- Identify opportunities to recommend additional services where appropriate.
- Follow up on quotations and support their progression toward closure.
Cross-Functional Collaboration
- Maintain effective communication and knowledge sharing with sales and account management teams.
- Collaborate with operational teams to ensure alignment between customer expectations and service delivery.
Reporting and Performance Analysis
- Prepare, maintain, and review reports as required.
- Analyze service performance and identify opportunities for improvement.
Requirements
- 2-3 years of experience in air logistics, freight forwarding, or a related field.
- A diploma or qualification in freight forwarding is preferred.
- Fluency in English and Arabic.
- Strong analytical, organizational, and time-management skills.
- Effective communication, conflict-resolution, and problem-solving abilities.
- Ability to make sound decisions and work effectively under time pressure.
- A customer-focused approach, with empathy, patience, adaptability, and active listening skills.
- Willingness to learn, develop, and continuously improve.
What success looks like
- Customers receive accurate, proactive, and timely communication.
- Shipment issues are identified early and resolved effectively.
- Customer requirements are accurately documented and communicated to operational teams.
- Complaints and claims are managed professionally through to resolution.
- Quotations are prepared promptly and followed up consistently.
- Strong collaboration contributes to reliable service delivery and customer satisfaction.
This position is managed directly by Pelago on behalf of our client.
