Posted 3 months ago
Air Customer Service Manager
Penang, MalaysiaRemoteFull-time
AI Summary
Manages and leads an air customer service team, oversees daily customer support operations, and drives service excellence for air import/export clients.
About this role
- Team Leadership:
- Supervise and oversee the air customer service team to ensure high performance and excellent customer support.
- Provide training, guidance, and support to team members to enhance their skills and efficiency.
- Customer Service Expertise & System Proficiency:
- Leverage expertise in air import and export operations to manage day-to-day customer service activities.
- Ensure smooth handling of customer inquiries, bookings, and problem resolution.
- Utilize the CargoWise One (CW1) system to streamline processes, maintain accurate records, and enhance service delivery.
- Key Account Management:
- Build and maintain strong relationships with key accounts, acting as the primary point of contact.
- Understand client requirements and ensure their needs are met with tailored solutions.
- Reporting:
- Prepare and deliver reports as requested by key accounts and internal stakeholders, ensuring accuracy and timeliness.
- Analyze data to identify trends and provide actionable insights to improve services.
- Meeting Performance Goals:
- Assist the department in achieving Key Performance Indicators (KPIs) set by the company and customers.
- Monitor team performance and implement strategies to meet or exceed targets.
- Additional Responsibilities:
- Monitor and ensure compliance with industry regulations and company policies.
- Collaborate with other departments to improve overall operational efficiency.
- Handle other duties and tasks as assigned by management.
Skills
Air Import/export OperationsCargoWise One (CW1)Compliance With Industry RegulationsCustomer Service ManagementKey Account ManagementProcess OptimizationReporting And Data AnalysisTeam Leadership
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