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Customer Service Executive
2 months ago
About the role
The incumbent will be part of a larger team within the IFF department in providing seamless and customer-focused solutions to support the achievement of business objectives.
What you will be doing
- Answer all incoming calls promptly and politely
- Respond to customer enquiries promptly
- Basic knowledge on cargo commodity as per IATA rules and regulations
- Handle all air export shipment interface with multiple parties (internal and external customer/stakeholders) on shipment requirements
- Booking of flights with planning team
- Check on AWB/HAWB and all other necessary shipping documents and feedback to customer and overseas agent if any discrepancy/non-compliance issue
- Ensure all data are updated correctly in system
- Liaise with overseas agents on various requirements and rates
- Obtain rate approval from customer before shipment departs
- Provide flight details and feedback to customer on freight status timely
- To ensure AED compliance and job file closures within KPI
- Monitor shipment uplift and transit to ensure timely arrival/delivery to consignee, as well as updating shipment delays to shipper and destination stations whenever occurs
- Good understanding of customer’s SOP and shipment handling requirement by ensuring compliance prior to shipping, with customer satisfaction
- Monitor progress to achieve month end targets / annual objectives and KPI
- Supporting others on shipment execution when necessary
- Manage claims query, follow up with internal stake holders and vendors, and update customer
- Provide airfreight quotations upon application
- Take charge of Supplier’s invoice disputes
- Timely escalation of issues / concerns that requires broader attention and resolution
- Take on all other ad-hoc tasks delegated by Supervisor/Manager
Requirements
The successful candidate
- Minimum GCE ‘O’ levels with 1-2 years customer service-related experience. Experience in freight-forwarding(airfreight) is advantageous.
- Possess excellent communication and interpersonal skills
- Good written and spoken English
- Able to work over-time when required
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