**Communication** **Internal Communication:** * Key Account Management * Customer Solutions Team * Business Unit Heads/ Managers **Purpose:** * Coordinate key customers' requests/challenges and ensures monitoring of service performance * Convey requirements of customers for possibility of developing/improving processes and solutions * Frequent exchange of updates including communication of operational issues related to key accounts **External Communication:** * Milaha Key Customers * Stakeholders and Influencers **Purpose:** * Support key customers' business, cross selling, upselling, coordinate with internal divisions to satisfy customers' requirements * Represent Milaha and demonstrate strong competence in interactions with stakeholders and influencers **Occupational Health \& Safety and Environment** **Accountability:** Are accountable for their acts and omissions. **Responsibility:** To follow agreed safe systems of work; to follow training and instructions; and to report accidents, incidents and near misses. **Authority:** To stop work if they think the work is unsafe. **Minimum Qualification/Experiences/Skills** **Education \& Professional Qualification:** * Bachelor’s degree (preferred) or diploma in Business, Communication, PR or related field. * Proven experience in customer service or a client\-facing role. * Strong communication (verbal and written) and interpersonal skills. * Ability to handle difficult situations with patience and empathy. * Proficiency in MS Office and CRM systems. * Good problem\-solving skills and attention to detail. * Ability to work under pressure and manage multiple tasks. * Multilingual skills (Arabic/English or other) are an advantage. * High Level Agility **Professional Experience:** * Minimum 3 years’ experience in container shipping customer service (line, agent, or NVOCC). **Geographic Experience:** * GCC **Computer Skills:** * MS Office * ERP **Language Skills:** * Fluent English – Reading, Writing and conversing. * Arabic is a plus **Market/Industry/Functional Knowledge:** * Customer Service with Large Entities Exposure * Container Shipping or Freight logistics is a plus **Key Roles \& Responsibilities** * Act as the dedicated focal point for Qatar’s VIP customers, ensuring centralized service. * Manage end\-to\-end shipment handling including bookings, documentation, and customer updates. * Ensure prompt and clear responses to customer queries, complaints, and service requests. * Coordinate with Operations, Documentation, Finance, and Sales teams to deliver seamless service. * Track and monitor shipments proactively, updating customers on delays, disruptions, or exceptions. * Support Key Account Manager with VIP reports, KPIs, and service performance reviews. * Maintain accurate records in CRM/ERP systems for all customer interactions. * Identify process gaps and recommend improvements to enhance service delivery. Communication Internal Communication: * Coordinate with Operations/Port teams for vessel schedules, container availability, and handling updates. * Work closely with Documentation team to ensure accuracy in Bills of Lading and related documents. * Liaise with Finance for payment updates, credit terms, and invoice clarifications. * Support Sales/Key Account Manager with customer feedback, volume forecasts, and service requirements. * Escalate major service issues to Management with clear reporting and proposed solutions. Purpose: * Share VIP customer requirements with Operations/Port teams to secure space, equipment, and on\-time vessel connections. * Coordinate with Documentation team to ensure Bills of Lading, delivery orders, and other shipping documents are prepared accurately and on time. * Liaise with Finance for invoice clarifications, credit approvals, and monitoring demurrage/detention charges. * Provide feedback and insights from VIP customers to the Sales/Key Account Manager to support retention and growth. External Communication: * Serve as the primary point of contact for VIP customers in Qatar. * Provide timely updates on sailing schedules, shipment status, delays, and documentation. * Clarify requirements for export/import documentation and compliance. * Liaise with ports, customs, and logistics partners for smooth cargo movement. * Conduct regular check\-ins and review calls with VIP customers to strengthen relationships. Purpose: * Serve as the main point of contact for all inquiries, bookings, and shipment updates from VIP clients. * Provide accurate and timely information on sailing schedules, cut\-off times, documentation requirements, and cargo status. * Proactively inform customers about vessel delays, roll\-overs, disruptions, and potential extra charges. * Clarify and confirm Bill of Lading instructions, customs compliance requirements, and delivery arrangements. * Liaise with ports, customs, transport providers, and agents to ensure smooth cargo movement. * Build and maintain strong relationships with VIP accounts through consistent updates, service reviews, and issue resolution. **Minimum Qualification/Experiences/Skills** **Education \& Professional Qualification:** * Bachelor’s degree (preferred) or diploma in Business, Communication, PR or related field. * Proven experience in customer service or a client\-facing role. * Strong communication (verbal and written) and interpersonal skills. * Ability to handle difficult situations with patience and empathy. * Proficiency in MS Office and CRM systems. * Good problem\-solving skills and attention to detail. * Ability to work under pressure and manage multiple tasks. * Multilingual skills (Arabic/English or other) are an advantage. * High Level Agility **Professional Experience:** * Minimum 3 years’ experience in container shipping customer service (line, agent, or NVOCC). **Geographic Experience:** * GCC **Computer Skills:** * MS Office * ERP **Language Skills:** * Fluent English – Reading, Writing and conversing. * Arabic is a plus **Market/Industry/Functional Knowledge:** * Customer Service with Large Entities Exposure * Container Shipping or Freight logistics is a plus