Air Customer Service Manager
Your tasks
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.