Special Services Support Agent

AMSTON Enterprises SMC PVT LTD

Islamabad , Pakistan

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We are seeking a detail-oriented Special Services Support Agent to manage and update system bookings from initial entry through to invoicing. This role involves close collaboration with various teams to ensure customer expectations are met and bookings are accurately maintained throughout the process. The ideal candidate will be proactive in monitoring collections and deliveries, maintaining clear communication with all stakeholders, and ensuring a seamless service experience.

Key Responsibilities
- Manage bookings on suppliers’ portals or through agents for both export and import collections and deliveries.
- Monitor bookings to confirm that collections and deliveries are completed as scheduled.
- Update internal systems with detailed audit trails and notes to maintain accurate records.
- Proactively follow up with carriers or agents to resolve any issues or delays.
- Verify and update booking statuses, pricing, and costs to reflect current information.
- Liaise effectively with customers, suppliers, and internal departments to facilitate smooth operations.
- Prioritize and filter enquiries to manage workload efficiently.
- Keep clients informed with timely status notifications and collection updates.
- Take ownership of enquiries from initiation through to resolution, escalating when necessary to maintain service levels.

Required Qualifications
- Excellent interpersonal skills with active listening abilities.
- Strong verbal and written communication skills in English.
- Proven customer service experience with a proactive, “can-do” attitude.
- Ability to thrive in a fast-paced, dynamic environment and work well under pressure.
- Strong multitasking and organizational skills with keen attention to detail.
- Polite and professional email communication style.
- Empathy towards customers and colleagues alike.
- Confidence and initiative in problem-solving and decision-making.
- Proficient in IT, including MS Office, internet navigation, and email systems.
- Ability to meet deadlines consistently.
- Critical thinking skills and a solutions-oriented mindset.
- A checkable work history of 3-5 years without unaccountable gaps.
- Background in logistics.
- Experience with Customer Relationship Management (CRM) systems, preferably Salesforce.
- Previous experience in a fast-paced role.
- Experience working for a UK-based or English-speaking company.

Preferred Qualifications and Benefits
While previous experience in a similar role is desirable, it is not essential. Candidates with a logistics background and CRM expertise will be highly regarded. The position offers the opportunity to work in a collaborative environment where proactive communication and customer satisfaction are prioritized.

This role is ideal for individuals who are organized, detail-focused, and committed to delivering excellent service in a dynamic logistics setting.