job description
Join DP World, a global leader in logistics and freight forwarding, as a Customer Service Associate in the vibrant heart of Bali. This role offers a unique opportunity to support international trade operations while enjoying the dynamic work-life balance of Badungâs business hubs.
As a key member of our team, you will serve as the primary point of contact for clients, ensuring seamless communication and resolution of inquiries related to freight forwarding, shipment tracking, and customs documentation. Your role will bridge the gap between our global network and local stakeholders, delivering exceptional service that upholds DP Worldâs reputation for efficiency and reliability.
Based in Baliâs strategic locations (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, or Kuta), youâll collaborate with a diverse team to streamline logistics processes, enhance customer satisfaction, and contribute to the growth of one of the worldâs most innovative supply chain companies.
Responsibility
- Manage inbound and outbound customer inquiries via phone, email, and chat, providing timely and accurate responses regarding freight status, documentation, and delivery schedules.
- Coordinate with internal teams (operations, customs, warehousing) to resolve customer issues, ensuring end-to-end visibility of shipments.
- Process and verify shipping documentation, including bills of lading, commercial invoices, and customs declarations, to comply with international trade regulations.
- Maintain up-to-date records of customer interactions, transactions, and service requests in CRM systems (e.g., Salesforce, SAP).
- Proactively identify and escalate potential service disruptions, offering alternative solutions to minimize delays.
- Educate clients on DP Worldâs services, pricing structures, and digital tools (e.g., tracking portals) to enhance their experience.
- Generate reports on customer feedback, service performance, and operational metrics to support continuous improvement.
- Collaborate with sales teams to upsell value-added services (e.g., cargo insurance, warehousing) based on customer needs.
Qualifications
- Bachelorâs degree in Business Administration, Logistics, Supply Chain Management, or a related field. Diploma holders with relevant experience are also encouraged to apply.
- Minimum 2 years of experience in customer service, preferably in freight forwarding, logistics, or shipping industries.
- Fluency in English (written and verbal); proficiency in Indonesian (Bahasa) is a plus.
- Strong knowledge of incoterms, customs procedures, and international shipping documentation.
- Proficiency in Microsoft Office Suite (Excel, Word) and CRM/ERP systems. Experience with SAP or Oracle is advantageous.
- Exceptional communication, problem-solving, and multitasking skills in a fast-paced environment.
- Ability to work flexible hours to accommodate global time zones and client needs.
- Customer-centric mindset with a track record of resolving complex inquiries with professionalism and empathy.