Cargo Customer Service

21 hours ago

Singapore SINGAPORE AIRLINES LIMITED Full time

**Key Responsibilities**:

- Initiate and oversee investigations on mishandled shipment reported by customers, ground handling agents or line station. Handle customer queries /complaints and customer service related matters.
- Ensure proper procedure/processes with ground handling agents are in place to provide proper handling of shipments.
- Act as a bridge between Sales / Reservations/ Head Office / Accounts/ SATS departments to find mutually beneficial solutions that will not stifle sales efforts.
- Continuously look at ways to improve productivity through better organization of manpower resources and process improvements.
- Prepare the Weekly Communication Newsletter (Freight Talk) to all our Forwarders.
- Liaise with Cargo Sales Unit to update on our forwarder’s USA C-TPAT certification thus enable HQ and SATS to do the necessary security screening of shipments as required by the USA custom.
- Tracking of all customer service cases in the customised software
- Liaise with HQ to investigate Dangerous Goods violation as reported by ground handing agent or line stations.
- Handle any other related projects as assigned.
- Provide secretarial support on SIN Sales admin matters.
- Oversees Accounts unit to investigate on billing error, XPS claims and attend to direct Shipper enquiries.

**Requirements**:

- A good degree in any discipline
- Customer Service /Sales /operational experience in cargo will be preferred
- Have experience leading a team
- Possess an inclination for commercial issues and a thorough knowledge of operational aspects of the job.
- Good communication and interpersonal skills is essential.
- Must be able to closely work with peers /subordinates/customers at all levels.

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