Customer Service Representative – Email

About the role

The Email Customer Service Representative will handle inbound email inquiries from MSC customers, providing accurate and timely information on bookings, shipment status, documentation, and operational processes. The role supports MSC’s commitment to high‑quality service and promotes the use of digital tools such as myMSC.

Key responsibilities

• Respond to customer emails promptly, meeting established service‑level targets.
• Provide clear, accurate information on bookings, shipment tracking, documentation, and operational procedures.
• Coordinate with internal teams to resolve issues that affect shipments.
• Monitor shared inboxes, prioritize requests by urgency and impact, and ensure all communications are complete and actionable.
• Identify repetitive inquiries and offer proactive guidance to reduce future contacts.
• Promote MSC digital self‑service tools (e.g., myMSC) where appropriate.
• Maintain detailed records of customer interactions and update internal systems accordingly.
• Contribute to continuous improvement of service efficiency and customer satisfaction.

Required profile

• Works independently under close supervision.
• Handles routine, non‑complex problems effectively.
• Does not have direct management responsibilities.
• Demonstrates MSC’s core values and a customer‑centric mindset.

Required skills