Job Description

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