Air Customer Service Manager

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.