- Company Name
- AMOOV GROUP
- Job Title
- Customer Support Specialist
- Job Description
-
Job Title: Customer Support Specialist
Role Summary:
Serve as the primary customer interface for international relocation services, guiding clients through every stage of their move—from initial onboarding to final unpacking—while ensuring logistical precision, regulatory compliance, and high client satisfaction.
Expactations:
Maintain CSAT scores above industry benchmarks, deliver moves within agreed timelines and budgets, minimize claims and delays, and act as a proactive problem‑solver across all client touchpoints.
Key Responsibilities:
- Conduct onboarding calls, explain packing standards and customs procedures, and provide regular status updates via email, phone, and app.
- Manage full move process: packing, loading, sea freight (FCL/LCL), customs clearance, and delivery, including survey scheduling and inspections.
- Prepare, verify, and submit all required documentation—packing lists, customs forms—to prevent clearance delays and demurrage.
- Oversee vendor onboarding, monitor partner performance, enforce green‑light protocols to avoid budget overruns.
- Identify and mitigate risks (e.g., volume mismatches, fragile items) through proactive measures such as photo checks and reminders.
- Collaborate with finance to handle invoicing, payment settlements, and requotations, explaining charges clearly to clients.
- Conduct post‑move follow‑up: gather feedback, address concerns, resolve claims, and maintain high CSAT.
- Track move progress in management systems, analyze data for trends, and suggest process improvements.
Required Skills:
- Strong customer‑service orientation with excellent verbal and written English; French or Spanish a plus.
- Project/ move‑management experience, ideally in relocation or supply‑chain logistics.
- In‑depth knowledge of international shipping, customs processes, and sea‑freight logistics (FCL/LCL).
- Proficiency in Microsoft Office, CRM tools (e.g., Airtable), and tracking software.
- Ability to manage high‑pressure situations, multitask, and work flexible hours across time zones.
- Detail‑oriented, proactive problem‑solving mindset, and client‑focused empathy.
- Willingness to travel occasionally for site inspections or training.
Required Education & Certifications:
- Bachelor’s degree in Logistics, Business Administration, or a related field, or equivalent international relocation/supply‑chain experience.
- Minimum 2 years experience in move coordination, customer service, or project management.