Customer Service Agent

Job Responsibilities

1. Follows relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
2. Communicating with agents, suppliers, and airlines to coordinate shipment collection/delivery in a timely manner and to keep customers updated on shipment status.
3. Quickly and effectively responding to AOG (Aircraft on Ground) requests in accordance with contractual parameters with the client to ensure smooth operation.
4. Manage Ad hoc demands from agents, suppliers, and customers efficiently. Will be required to be available for a 24/7 shift pattern.
5. Maintain contact with all parties involved throughout the process to ensure that any required aircraft parts are arranged and shipped in accordance with contract and incoterm.
6. Negotiating rates and services with agents/airlines/shipping lines and providing quotes to customers/agents as needed.
7. Coordinates customer issues with various company functions (such as transportation, logistics, customs clearance, and finance).
8. Close collaboration with the customs clearance and transportation teams for shipment clearance, collection, and delivery.
9. Ensures that agents' and third-party invoices have been checked, approved, and paid by coordinating with accounts payable.
10. Ensure that the job folders are billed and closed on time.
11. Update the shipment milestones in the tracker in accordance with department standards.
12. Maintaining a positive, empathetic, and professional attitude toward customers always.

Desired Candidate Profile

1. Education – Graduation
2. Minimum 2 years of experience in Customer Service environment in air cargo, shipping or freight forwarding Industry
3. Excellent Communication Skills (read, write and speak in English)