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