Administration & Customer Service Representative (Pago Pago)

About the Role:

Reporting to: Branch Manager American Samoa
Employment Type: Permanent, Full-Time
Work Location: Pago Pago, American Samoa

The Administration & Customer Service Representative is to provide high-quality administration and customer service support for the American Samoa branch, acting as the first point of contact for customer enquiries and supporting the smooth coordination of office activities. The role is responsible for delivering a responsive and consistent customer experience, meeting service KPIs, and proactively engaging with customers. It also works closely with internal stakeholders to drive service performance and acts as the Voice of the Customer, particularly for Premier, VIP and Elite accounts.

The role and responsibilities will include:

• Act as the first point of contact for customer enquiries, providing timely, accurate and consistent support across phone and internal system channels in line with agreed SLAs and KPIs.
• Manage the end-to-end customer order lifecycle, including space and allocation enquiries, shipment details, documentation and coordination with vessel/terminal planners.
• Proactively manage customer exceptions and critical events, including delays, disruptions, CODs and damaged cargo, ensuring customers are kept informed throughout the resolution process.
• Build strong customer and stakeholder relationships, working closely with internal teams, overseas agents and third-party Pacific Island agencies to resolve issues and deliver effective solutions.
• Support operational and commercial requirements, including customer reporting, correct cargo routing and procedures, and promotion of relevant eBusiness, maritime and other services.
• Contribute to a culture of customer excellence and continuous improvement by anticipating issues, reducing recurring errors, following established processes/RACI responsibilities, and continuously improving customer responsiveness and service quality.

To be successful in this role, you will need:

• Previous administration and customer service experience, supported by strong organisational, administrative and computer skills.
• Strong customer-focused approach, with excellent written, verbal and telephone communication skills and the ability to build effective customer relationships.
• Demonstrated problem-solving skills, with the ability to manage customer issues effectively and deliver practical solutions.
• Ability to prioritise competing workloads, meet deadlines and manage multiple tasks in a fast-paced environment, both independently and with minimal supervision.
• Relevant qualifications or experience in customer service, administration, logistics or a related field will be highly regarded. Experience within shipping, transport or logistics is advantageous but not essential.

Eligibility Requirements

Applicants must have the legal right to live and work in American Samoa. Please note that visa sponsorship and relocation assistance are not available for this position.

We’re building our teams locally across the Pacific and are looking for people who want to grow with us and contribute to our communities. This position is based in American Samoa and requires an on-site presence. Applications seeking overseas-based remote working arrangements will not be considered.

Kia ora, Talofa, Halo, Ola, Gutpela dei, Mālō e lelei! – we welcome all local talent ready to join our Pacific team!