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Customer Service Executive - Key Accounts
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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:
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).
- GCC
- MS Office
- ERP
- Fluent English – Reading, Writing and conversing.
- Arabic is a plus
- Customer Service with Large Entities Exposure
- Container Shipping or Freight logistics is a plus
Key Roles & Responsibilities
Internal Communication:
- 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.
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.
- 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.
- 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.
- 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:
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).
- GCC
- MS Office
- ERP
- Fluent English – Reading, Writing and conversing.
- Arabic is a plus
- Customer Service with Large Entities Exposure
- Container Shipping or Freight logistics is a plus
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