Role Overview – Abreco Freight is hiring a Customer Service representative for a full-time, on-site role based in Dubai, UAE. This position is ideal for customer-focused professionals with strong communication skills, freight forwarding knowledge, and the ability to handle customer inquiries, coordinate shipments, provide support, and deliver exceptional customer service within a freight forwarding and logistics environment.

Customer Inquiry Management and Support – You will manage customer inquiries and provide support by responding to customer questions via phone, email, and other channels, providing information about freight services, shipping options, and rates, addressing customer concerns professionally, explaining freight processes and procedures, coordinating shipment requirements, and ensuring customers receive accurate, timely information and assistance.

Shipment Booking and Coordination – You will manage shipment bookings and coordination by receiving customer booking requests, processing shipment bookings for air freight, sea freight, and land transportation, collecting shipment details and documentation, coordinating with operations teams on shipment arrangements, confirming bookings with customers, and ensuring accurate, efficient booking processing.

Shipment Tracking and Status Updates – You will track shipments and provide status updates by monitoring cargo movements through tracking systems, providing shipment status updates to customers, coordinating tracking information, responding to "where is my shipment" inquiries, proactively communicating delays or exceptions, and ensuring customers have visibility and updates throughout shipping processes.

Documentation Support and Coordination – You will support documentation by assisting customers with shipping documentation requirements, coordinating document collection (invoices, packing lists, certificates of origin), verifying documentation accuracy and completeness, coordinating customs documentation, providing document guidance, and ensuring proper documentation for shipments.

Quotation and Rate Information – You will provide quotations and rate information by preparing freight quotations for customers, calculating shipping costs and charges, coordinating with sales or operations on pricing, communicating rates and service options, explaining pricing structures, and supporting customers with rate inquiries.

Customer Relationship Management – You will manage customer relationships by maintaining regular communication with clients, building positive relationships, understanding customer shipping needs and preferences, providing personalized service, serving as primary point of contact for accounts, and fostering customer loyalty and satisfaction.

Problem Resolution and Issue Management – You will resolve problems and manage issues by addressing customer complaints and concerns, investigating shipment issues and delays, coordinating with operations, warehouse, and delivery teams on resolutions, implementing service recovery, escalating complex matters to management, and ensuring satisfactory issue resolution.

Customs and Clearance Support – You will support customs and clearance by coordinating with customs clearance teams, providing customers with customs status updates, assisting with customs requirements and queries, coordinating duty and tax information, tracking customs clearance progress, and supporting smooth customs processes.

Delivery Coordination and Communication – You will coordinate delivery and communicate with customers by arranging delivery schedules, coordinating with last-mile delivery teams, providing delivery notifications and updates, addressing delivery concerns, coordinating re-deliveries when needed, and ensuring successful final delivery.

Payment and Billing Coordination – You will coordinate payment and billing by providing invoicing information to customers, addressing billing inquiries, coordinating with accounts on payment matters, following up on outstanding payments when needed, processing payment confirmations, and supporting financial coordination.

System Management and Data Entry – You will manage systems and enter data by using freight forwarding systems (Cargowise, WinFreight, or similar platforms), entering shipment information accurately, updating booking records, maintaining customer information, generating reports, and ensuring accurate system data management.

Service Information and Product Knowledge – You will provide service information by explaining freight services and options (air freight, sea freight, express, consolidated shipments), describing service features and transit times, advising on appropriate shipping solutions, providing import and export guidance, and maintaining comprehensive service knowledge.

Customer Communication and Follow-Up – You will manage communication and follow-up by sending booking confirmations, providing proactive shipment updates, following up on delivered shipments, conducting customer satisfaction check-ins, maintaining regular customer contact, and ensuring excellent communication throughout service delivery.

Special Handling and Requirements Coordination – You will coordinate special handling by managing special cargo requirements (dangerous goods, perishables, oversized cargo, fragile items), coordinating special handling arrangements, communicating special requirements to operations, ensuring compliance with special cargo regulations, and supporting specialized shipping needs.

Quality Service Standards and Compliance – You will maintain quality service standards by adhering to customer service protocols, following company procedures and policies, maintaining professional communication standards, ensuring accurate information delivery, complying with freight regulations, and consistently delivering high-quality customer service.

Reporting and Performance Tracking – You will prepare reports and track performance by documenting customer interactions, maintaining service records, tracking customer satisfaction, generating service reports, monitoring service metrics, and providing customer service insights.

Cross-Functional Coordination – You will coordinate cross-functionally by liaising with operations, warehouse, customs clearance, sales, and management teams, communicating customer requirements, facilitating information flow, coordinating service delivery across departments, and ensuring integrated customer service.

Market and Service Updates Communication – You will communicate market and service updates by informing customers of service changes, rate updates, shipping advisories, market conditions affecting shipping, regulatory changes, and keeping customers informed of relevant freight industry developments.

Customer Feedback and Improvement – You will manage customer feedback by collecting customer input and suggestions, documenting service feedback, identifying improvement opportunities, sharing insights with management, and contributing to customer service enhancement initiatives.

Technology and Digital Tools Proficiency – You will utilize technology by using email and communication platforms effectively, managing digital inquiries, coordinating electronic documentation, utilizing tracking platforms, and supporting digital customer service delivery.

Customer Service Experience – Prior experience as a Customer Service Representative, Customer Service Executive, Client Service Coordinator, or in a similar customer service role is required. Your background should demonstrate strong customer service and communication experience.

Freight Forwarding/Logistics Experience (Preferred) – Experience in freight forwarding, logistics, cargo, shipping, or supply chain customer service is highly preferred. Familiarity with freight operations, shipping processes, customs clearance, and logistics customer service will significantly strengthen your candidacy.

Customer Service Excellence (Mandatory) – Excellent customer service skills and customer-focused approach are mandatory. You should be professional, patient, responsive, helpful, and genuinely committed to providing positive customer experiences and resolving customer needs effectively.

Communication Skills (Mandatory) – Excellent verbal and written communication skills in English are mandatory. You should be articulate, clear, professional, and capable of communicating effectively with diverse customers via phone, email, and other channels. Proficiency in Arabic, Hindi, or Urdu is a strong advantage.

Problem-Solving Skills (Mandatory) – Strong problem-solving skills are mandatory. You should be capable of addressing customer issues, resolving shipment problems, finding solutions, coordinating resolutions, and ensuring customer satisfaction.

Computer and System Proficiency (Mandatory) – Proficiency with computer systems, freight forwarding software (Cargowise, WinFreight, or similar platforms), MS Office, and email is mandatory. Comfort with technology and ability to learn logistics systems quickly is important.

Attention to Detail and Accuracy (Mandatory) – Strong attention to detail and accuracy are important for processing bookings, entering shipment data, coordinating documentation, providing information, and ensuring error-free customer service.

Multitasking and Time Management (Mandatory) – Excellent multitasking and time management abilities are mandatory. You should be capable of handling multiple customer inquiries, managing various requests simultaneously, coordinating diverse activities, and maintaining efficiency during busy periods.

Dubai/UAE Logistics Experience (Preferred) – Experience working in Dubai or UAE freight forwarding, logistics, or cargo operations is preferred. Familiarity with local logistics landscape, UAE ports and airports, customs procedures, and regional freight operations will strengthen your candidacy.

Freight Industry Knowledge (Preferred) – Knowledge of freight forwarding, shipping terminology, air and sea freight operations, customs processes, import/export procedures, and logistics operations is preferred. Industry knowledge enhances service effectiveness.

Interpersonal and Relationship Skills (Mandatory) – Strong interpersonal and relationship-building skills are important for engaging with customers, building rapport, maintaining positive relationships, coordinating with teams, and fostering customer loyalty.

Professional Demeanor (Mandatory) – A professional demeanor, positive attitude, friendly approach, and courteous communication style are mandatory. You should create positive impressions and represent Abreco Freight professionally.

Stress Management and Resilience (Mandatory) – Strong stress management and resilience are important for working in fast-paced logistics environments, handling urgent inquiries, managing demanding situations, and maintaining composure during busy periods.

Team Player Mentality (Mandatory) – A team player mentality and collaborative approach are important for working with operations, sales, and logistics teams, coordinating activities, supporting colleagues, and contributing to service excellence.

Flexibility and Adaptability (Mandatory) – Strong adaptability and flexibility are important for responding to changing customer needs, handling unexpected situations, adapting to operational demands, and working effectively in dynamic logistics environments.

Degree or Diploma (Preferred) – A degree or diploma in Business Administration, Logistics, Supply Chain Management, or a related field is preferred but not mandatory. Relevant customer service experience may substitute for formal education.

How to Apply:

Send your updated CV to business@abrecofreight.com. Please highlight your customer service experience, any freight forwarding or logistics customer service background, your communication and problem-solving capabilities, your proficiency with freight systems or logistics software, your language skills, and your ability to handle diverse customer inquiries and coordinate shipment support effectively. Forward to anyone in your network who may be a strong fit.

About the Company:

Abreco Freight is a freight forwarding and logistics company in Dubai, UAE, committed to delivering reliable cargo services and exceptional customer support. The company is seeking a professional, customer-focused Customer Service representative who brings strong communication skills, logistics knowledge, and a commitment to customer satisfaction to handle inquiries, coordinate shipments, resolve issues, and ensure positive customer experiences that support Abreco Freight's service excellence in Dubai's competitive freight and logistics market.