Customer Service Analyst

About the role

PIL is seeking a proactive Customer Service Analyst to manage booking requests, support customers, and ensure accurate information flow across the shipping and logistics platform. The role is central to maintaining high‑quality service and driving revenue growth.

Key responsibilities

• Download, process, and forward daily booking requests to customers.
• Handle all customer inquiries promptly and ensure excellent phone attendance.
• Maintain system accuracy for routes, weight, POL/POD, commodities, temperature, and related data.
• Coordinate with Documentation and Sales teams for seamless operations.
• Manage booking amendments, maintain customer records, and follow up on regular/BID bookings.
• Provide problem‑solving assistance and resolve customer grievances with internal departments.
• Promote and ensure adoption of the Pocket PIL tool to migrate volumes from other platforms.

Required profile

• Bachelor’s degree in Business, Logistics, or a related field.
• Experience in customer service within the shipping or logistics industry.
• Knowledge of import/export processes and documentation.
• Strong organizational, problem‑solving, and multitasking abilities.
• Customer‑first mindset with excellent communication skills.

Required skills

• Proficiency in MS Office.
• Experience with CRM software.
• Familiarity with the Pocket PIL internal tool.

What we offer

• Opportunity to work in a global maritime company with a presence in over 90 countries.
• Collaborative multicultural environment.
• Career growth in shipping and logistics.