Air Logistics Customer Care Specialist

We currently have a fantastic opportunity for an Air Logistics Customer Care Specialist to join us at OR Tambo

YOUR ROLE

The Air Logistics Customer Care Specialist will be part of a team within the Customer Care Location CCL responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centres OCCs have all of the necessary information including systematic information to be able to execute on our customer behalf.

YOUR RESPONSIBILITIES

Proactively advise and consult Customers to ensure satisfaction
Monitor customer shipments in order to provide proactive updates to customers and to problem solve by collaborating with other stakeholders in anticipation of a customer complaint
Document, investigate and conduct root cause analysis on any deviations using KN systems CoreLog, NPS
Develop and onboard new customers and additional lanes of business from existing customers
Manage tasks through Business Process Automation tools BPA and all related features such as task tags
Inclusion and transfer of customer requirements into the KN systems including sold rates and other agreements so that Operational Care Centers OCCs are clearly informed about Deliverables
Field Complaint Calls, and provide problem resolution in alignment with stakeholders
Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Upselling, and requisite follow up and closure

YOUR SKILLS AND EXPERIENCES

Experience in either freight forwarding or transport planning with key focus on airfreight
Experience in import or export air operations
Ability to understand and execute new processes
Excellent knowledge of MS office features, especially excel
Understand respect the company confidentiality and compliance regulations Code of Conduct
Strong affinity with required customer quality standards
Strong customer service orientation
Ability to communicate effectively
Conflict resolution skills