Customer Service Support — agents who speak logistics, not scripts.
Trained offshore CS specialists handling email, chat, voice and portal enquiries for freight forwarders, NVOCCs and 3PLs — measured on CSAT, NPS and FCR.
Overview
Customer service is now the single largest driver of customer retention in freight forwarding. Shippers and consignees expect updates in hours, not days, and they expect them in plain language from someone who actually understands the shipment. Generic call-centre BPOs do not work in logistics — the vocabulary is too specific, the empathy required during a delay is too nuanced, and the consequences of a wrong status update are too commercial. Operanta's customer service desks are different. Every CS specialist is logistics-trained, runs on documented SOPs, follows a clear escalation matrix and is measured weekly on CSAT, NPS, first-contact resolution and response time. We deliver email, chat, voice and portal support across the US, UK, Canada, Australia, UAE and Europe, with bilingual capability in French, Spanish, Arabic and Mandarin on request.
Why we are not a call centre
Operanta is a managed, dedicated offshore operations team — not a shared pooled agent BPO. Every customer service seat is assigned to a single client account, trained on that client's lanes, customers and SOPs, and reports into a named team lead. We do not measure agents on handle time; we measure on first-contact resolution, CSAT and response time. We do not lift-and-shift scripts; we co-author SOPs with you, embed your tone of voice, and treat every customer interaction as a margin-protecting event. The result is a customer service experience your shippers cannot distinguish from your local team — except they get a faster reply.
- Sub-4-hour first response, 24/7 if required
- Logistics-trained CS specialists — not generic call-centre agents
- Bilingual coverage (English, French, Spanish, Arabic, Mandarin on request)
- Documented escalation matrix and tier-2 hand-off to your local team
- Weekly CSAT, NPS, FCR and SLA reporting
- Integration with Freshdesk, Zendesk, Intercom, HubSpot and bespoke portals
Customer service scope of work
Channel coverage
- Email and ticket queue management
- Live chat and WhatsApp / Telegram support
- Inbound and outbound voice support
- Portal enquiry handling and self-service deflection
- Social media DM monitoring (LinkedIn, X / Twitter)
Use cases
- Track-and-trace enquiries and milestone updates
- Quote and rate enquiries with sales hand-off
- Dispute and claims first response and triage
- Account onboarding hand-holding for new customers
- Documentation correction requests and BL amendments
Quality & reporting
- Documented escalation matrix and SLA framework
- Weekly CSAT, NPS and first-contact-resolution reporting
- Voice-of-customer themes and trend analysis
- Monthly QBR with operations and commercial leadership
How we onboard your customer service desk
Discovery
30-minute call to scope volume, channels, SLAs and current pain points.
Voice & tone capture
We capture sample interactions, brand voice and customer personas.
SOP & macro build
Co-author SOPs, macros, escalation matrix and tier-2 routing rules.
Pilot
30-day pilot on one channel (typically email) with full QC reporting.
Scale
Phased ramp to full team strength, with bilingual seats added as needed.
Monthly review
CSAT, NPS, FCR, SLA and theme review with leadership every month.
Industries we serve with Customer Service Support
- Freight forwarders and NVOCCs
- 3PL and contract logistics providers
- Digital freight platforms and forwarders
- Customs brokers and trade compliance practices
- Last-mile and final-mile logistics operators
Frequently asked questions
Can the team handle voice support outside business hours?
Yes. We can extend voice support to 24/7 with rotating shifts. Many clients route their overnight calls to our offshore team and keep daytime to the local team.
Will customers know they are talking to an offshore team?
Our specialists use your domain email, your phone number routing and your brand voice. Most customers cannot tell the difference — and we are happy to disclose openly if your brand requires it.
Can you integrate with our CRM and ticketing system?
Yes. We work inside Freshdesk, Zendesk, Intercom, HubSpot, Salesforce Service Cloud and most bespoke ticketing systems using your user licences.
How do you handle complaints and disputes?
Every dispute follows a documented escalation matrix with clear tier-1 vs tier-2 ownership. Tier-1 issues are resolved offshore; tier-2 issues are routed to your local team with a full case file and recommended response.
Can you provide bilingual support?
Yes. We provide native-quality English support by default; French, Spanish, Arabic and Mandarin are available on request for specific accounts.
Give your customers a faster reply tonight.
Book a 30-minute discovery call. We will scope a customer service pilot you can launch within 14 days.