Customer Service Officer (CSO) M/F

	Customer Service Officer (CSO) M/F

General informations

As Africa's reference multimodal logistics operator, AGL (Africa Global Logistics)  is proud to be part of the MSC Group, a global leader in shipping and logistics. With a robust network of 250 subsidiaries across Africa, Haiti, and Timor, we specialize in port, Maritime, Logistics, and rail solutions tailored to our clients' unique needs.

Our legacy dates back to the historic agencies SDV, SAGA, and SOCOPAO—pioneering firms that were revitalized when the Bolloré Group acquired them in 1986. As of December 21, 2022, AGL operates under the full ownership of the MSC family, enhancing our capacity to drive growth and development across the continent as Africa's first integrated logistics network.

With over a century of expertise and a dedicated team of more than 23,000 employees in 49 countries, AGL delivers innovative and customized logistics solutions that are critical for sustainable transformation in Africa. Our commitment to excellence helps empower businesses and communities alike.

Are you ready to embark on a rewarding journey with us? At AGL, we put Africa at the heart of our mission. Join us and make a significant impact as we shape the future of logistics on the continent!

Job description

Mission Description                      

About the Role

We are looking for a proactive and service-driven Customer Service Officer to join our dynamic Exports team. This position plays a pivotal role in ensuring customer satisfaction by providing timely, accurate, and professional support to our international and local clients. You will serve as the primary point of contact for customers, manage shipment processes, and ensure seamless coordination across the export logistics chain.

If you are passionate about delivering excellent service, thrive in a fast-paced environment, and enjoy working with diverse stakeholders, this role is for you.

Key Responsibilities

Initiate, process, and push export files through all required stages.

Coordinate and manage all export logistics activities including scheduling, documentation, and customs compliance.

Collaborate with internal teams to streamline logistics processes and identify cost-saving opportunities.

Prepare and verify export documentation (commercial invoices, packing lists, bills of lading, etc.) in line with international trade requirements.

Address shipment-related challenges such as delays, damages, or discrepancies and provide effective solutions.

Respond to customer inquiries via phone, email, and other platforms promptly and professionally.

Provide customers with timely updates on shipments, documentation, and logistics services.

Handle customer complaints and escalate complex cases when necessary.

Maintain accurate records of customer interactions, shipments, and relevant data.

Stay informed on industry trends, regulatory requirements, and internal policies.

Ensure strict compliance with QHSE and security procedures at all times.

Conduct daily compliance checks to maintain operational and safety standards.

 

Profile

Daily Success Measures


High levels of customer satisfaction

Timely responses to all customer inquiries

Efficient resolution of customer issues

Accuracy and completeness of documentation and data

Strong positive customer relationships and retention

Consistent on-time delivery of shipments


Qualifications & Experience

Bachelor's degree in Logistics, Supply Chain, Business Administration, or related field.

Minimum 2 years' experience in clearing and forwarding operations.

At least 2 years' experience in customer service or client-facing roles, preferably in logistics or freight forwarding.

Strong communication and interpersonal skills suitable for diverse client profiles.

Ability to prioritize and manage multiple tasks in a fast-paced environment.

Proficiency in CRM systems and Microsoft Office Suite.


Personal Attributes

We are seeking someone who is:

Proactive, analytical, and solution-oriented

Highly organized with strong attention to detail

A strong team player with good interpersonal skills

Professional, confidential, and high on integrity

Results-driven with a sense of urgency

Flexible and adaptable

An effective communicator


Tools & Systems You Will Use

Shipping line platforms

SPOT

LIVE

DENDI

EDOC

MS Office

TMS (2030)


Why Join Us?

You will be part of a committed team driving excellence in export logistics, contributing to a high-impact business function, and building meaningful relationships with customers across the globe.