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Customer Service Specialist

2 weeks ago

Istanbul, Istanbul, Turkey NAQEL Express Full time

About NAQEL Express

NAQEL Express is a leading logistics & courier company, handling millions of shipments annually and providing end-to-end services in freight, express parcels and e-commerce logistics.

Role Summary

As a Customer Service Specialist at NAQEL Express, you will be the primary point of contact for our customers, ensuring high‐quality service from inquiry to delivery. You'll resolve customer concerns, coordinate with internal operations and maintain strong relationships to enhance customer satisfaction and retention.

Key Responsibilities

  • Generate customer and supplier performance reports (weekly).
  • Monitor customer shipments and coordinate with clients, premium desk, and destination teams (daily).
  • Handle customer service complaints, claims, and shipment escalations (daily).
  • Coordinate with KSA Customer Service team to push OFD and resolve delivery issues (daily).
  • Coordinate with LEVANT 3rd party suppliers on shipment level (daily).
  • Liaise with NAQEL origin country CS teams to ensure timely delivery (daily).
  • Consolidate supplier invoices (monthly).
  • Escalate operational issues impacting transit time from Turkey to ME to the Regional Ops Manager (daily/weekly).
  • Work closely with Turkey Supplier and customers to ensure daily pickups, uplifts, and smooth delivery (daily).
  • Support
    Sales
    team in lead generation and customer onboarding (weekly).
  • Assist Sales in administrative processes — from account setup to system integration (weekly).
  • Consolidate Turkey pipeline reports (weekly).
  • Prepare LEVANT monthly figures with Regional Ops Manager (monthly).
  • Resolve customer invoice issues and escalate critical blocks (weekly).
  • Support customer collections through reminders and follow-ups (weekly).

Required Qualifications

  • Bachelor's degree (or equivalent) in Business Administration, Logistics or related field preferred.
  • 1-3 years of experience in customer service, ideally within logistics, courier, E-commerce or shipping operations.
  • Strong verbal and written communication skills in [English + Arabic is a plus].
  • Proficient in MS Office (especially Excel) and experience with CRM/ERP systems.
  • Ability to work in a fast-paced environment, multi-task and prioritise effectively.
  • Solid problem-solving skills, attention to detail and customer‐centric mindset.

Preferred Skills

  • Logistic/shipping knowledge (tracking, delivery workflows, claims process).
  • Multilingual ability beyond English (e.g., Arabic, Urdu, Hindi) is an advantage.
  • Experience with performance metrics and customer success tools.
  • Proactive attitude, ability to suggest service improvements and implement them.

What We Offer

  • Competitive salary and benefits package.
  • Training and development opportunities in a dynamic logistics organisation.
  • Opportunity to work in a multicultural environment with exposure to international shipping operations.