About The 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.

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Air Customer Service Manager