Customer Service Desk Analyst

2 days ago

Southampton, Southampton, United Kingdom CNS - Community Network Services Full time
Job Description

We are seeking a highly skilled Customer Service Desk Analyst to provide exceptional support to our customers. This role involves responding to customer inquiries, providing first-line support, and resolving issues in a timely manner.


The ideal candidate will have a strong understanding of customer service principles, excellent communication skills, and the ability to work in a fast-paced environment. They will also have a solid knowledge of ITIL Foundation principles and experience working with customs and logistics.


About the Role

Key Responsibilities:

  • Provide 1st and 2nd line support to customers via phone, email, and chat.
  • Diagnose and resolve technical issues related to customer networking and communications.
  • Liaise with regulatory authorities, terminal operators, shipping lines, and third-party suppliers to ensure smooth freight operations.
  • Perform new customer installations, upgrades, and configuration changes to enhance the customer experience.
  • Escalate complex issues to 2/3rd line support teams for timely resolution.
  • Provide excellent customer service through professional and consistent support.
  • Handle customer complaints and forward to relevant managers for formal response.
  • Maintain accurate customer configuration and service provision records.


Requirements:

  • At least 3-5 years of customer service experience, preferably in transport, logistics, or maritime sectors.
  • 2 years of customs experience is essential.
  • Previous experience with CNS or other CSP systems.
  • ITIL Foundation certificate is preferred.
  • Knowledge of maritime and airfreight imports & exports, ERTS, CHIEF/CDS, and EDI Messaging.
  • Proficiency in speaking other languages, particularly Dutch.
  • Excellent communication and teamwork skills.


What We Offer:

DP World offers a competitive compensation package, opportunities for growth and development, and a dynamic work environment. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere.


About DP World:

DP World is a leading global trade enabler, pushing trade forward through innovative and efficient supply chain solutions. We integrate our physical infrastructure with cutting-edge technology to create seamless end-to-end solutions, minimising disruptions from the factory floor to the customer's door.


We're rapidly transforming and integrating our businesses - Ports and Terminals, Economic Zones, Marine Services, Logistics, and Technology - to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.


The DP World family comprises of syncreon, Imperial, and P&O.

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