Agent - Air Export Customer Service

Job description

​​​To provide exceptional customer service to both internal / external customers and to achieve department’s objectives for timely freight booking, shipment pick up and related monitoring/coordination. Answer all incoming calls promptly and politely. Handle all air export shipment bookings via different channels of communication. Attend to customers’ enquiries and provide quotes for freight charges via email wherever necessary.

Ensure all data (required by OPA/Air Lateral) are entered into ETMS timely and accurately. Ensure that all Pharmaceutical & Healthcare requirement as per GDP/GDPMDS regulations and directives, as required. Provide flight details promptly and give timely feedback to customers on freight status. Obtain rates approval from customer & raise F2F / BCR before shipment departs. Monitor shipment uplift and transit(s) to ensure timely arrival /delivery to consignee as well as highlight delay / offloading to shippers and destination offices whenever occurs by using Workboard.

Ensure timely creation & updates for specific customers’ SOPs. Good understanding of customers’ profiles and handling requirements to ensure 100% compliance, 100% customer satisfaction all the time. Respond to customer complaints and enquiries promptly (sense of urgency) and provide possible suggestions / solutions or assist with recovery actions whenever possible. Build good business rapport with both external and internal customers.

Prepare and submit reports timely whenever required. Take on additional tasks delegated by Department Supervisor/ Manager.

Qualifications

Minimum tertiary education with 3 to 5 years’ relevant industry experience. Computer literate and able to operate email. Good interpersonal, communication and problem-solving skills. Good written and spoken English