Client Service Manager

Job Category: Field Operations

Responsibilities

Oversee the daily operations of the airfreight customer service department.
Effectively partner and collaborate with other departments which include the Airfreight Operations team to ensure service and operational excellence with the objective of ensuring job files are executed effectively throughout the airfreight operational value chain from opening of job file, job execution to billing and closure of job file (customer service and operations).
Ensure adherence to prevailing service level agreements and KPIs.
Be the point of contact for escalations from customers with regards to any service lapses and ensure issues are resolved timely and amicably.
Attend to complex customer inquiries and ensuring timely response to such queries.
Prepare and evaluate customer service operational policies and procedures.
Look for process improvements with the objective of process effectiveness and efficiency in Airfreight Customer Service work processes and flow.
Manage and lead the Airfreight customer service team.

Requirements

Possess tertiary qualifications.
Experience in Freight Forwarding Air Freight operations for both import and export.
Minimum 5 years of experience in a relevant/similar capacity.
Possess effective communication and interpersonal skills.
Service oriented
Knowledge of Airfreight operations – import and export
Effective people management skills
Effective negotiation skills