Customer Service Analyst


Southampton, South East, United Kingdom

The Customer Service Analyst work a global shipping company.
The Customer Service Analyst provides essential first and second line support to over external customers including leading Global shipping lines, ports, express air carriers, freight forwarders, HM Customs and other inspection agencies. The CNS Helpdesk provides a professional service and is available 24 hours a day, 365 days a year for all enquiries into the business, offering 1st and 2nd line support to expedite the timely resolution of all customer queries.
* Monitor emails and answer calls from customers
* Liaise with support team in Dubai
* Supporting and completing customer on boarding administration
* Complete admin and customer maintenance
* Filter emails and calls to correct department if required
* Able to take ownership of customer issues and to accurately interpret and communicate detailed customer information
* Ensure all relevant information captured in ticketing system
* Monitor status of tickets to ensure timely resolution of customer query
* 5 GCSEs at grades 4-9 including Maths and English or equivalent
* Experience of working is a customer service setting
* Effective communicator including excellent written and oral communication
* IT and computer literacy
* Ability to deliver excellent customer service\/experience in a customer facing role
* Proven analytical skills and able to make decisions under pressure
* Ability to multi-task
* Ability to work as part of a team with a positive attitude
* A flexible approach to work is required as you will be expected to work a rotating shift pattern
* Knowledge of both Import \/ Export procedures
* Experience of freight, shipping, cargo or logistics working environments
* Competitive salary plus shift allowance (pro-rata)
* Retention bonus paid at the end of your contract
* 25 days holiday (pro rata)
* Pension scheme - contributions matched up to 6%
* Life assurance
* Option to join the company BUPA private medical scheme
* Medicash
* Flexible benefits platform with a wide range of offers to choose from
* Free parking
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Job Location
South East
United Kingdom