As a Customer Service Claims Specialist, you will be responsible for:
Claims Handling & Investigation
- Handle Ocean and Logistics & Services claims across assigned countries (Egypt, Libya, Lebanon, Syria, and Romania)
- Receive and assess cargo damage notifications and incidents (e.g., container damage, theft, delays, misutilization)
- Conduct thorough investigations, collect relevant documentation, and ensure accurate system updates
- Manage claims from initiation to resolution, including approved and rejected cases
Legal Coordination & Dispute Management
- Support and manage claims with legal implications, including court cases raised by customers
- Liaise with internal and external legal counsel upon receipt of court notifications
- Collaborate with surveyors, lawyers, and stakeholders to ensure proper case handling
- Maintain awareness of maritime laws, regulations, and applicable conventions
Customer Communication & Case Resolution
- Guide customers through claims handling and settlement processes
- Manage customer communication effectively, including handling escalations and dissatisfied customers
- Ensure timely updates and resolution of claims within agreed timelines
- Deliver a high-quality customer experience through proactive communication
Operational Support & Continuous Improvement
- Recommend appropriate operational solutions (e.g., container repair vs. cargo shifting)
- Ensure complete and accurate documentation within claims systems
- Support claims prevention and process improvement initiatives
- Collaborate cross-functionally with customer service, operations, legal, and commercial teams
