Customer Service Agent

Overview

This positon is responsible for the direct interactions and communications with customers in a courteous, efficient, friendly and professional manner. Handle customer complaints; provide appropriate solutions and alternatives within the time limits. Requires following-up to ensure resolution. Keeps and files records of customer interactions.  Follow communication procedures, guidelines and policies. Go beyond the extra mile to engage and communicate with external customers.

Responsibilities

• Provide customer service support including duties related to import functions.
• Identify, research and resolve customer service issues and/or ensure resolution.
• Support as needed non-initial booking functions (e.g. re-booking, cancellations, no-shows).
• When possible, averts and/or diffuses potential customer problems.
• Identifies and communicates problems in network disruptions to the customer.
• Assists supervisor of customer service in identification of other internal departments’ potential and/or current problems and/or needs relating to customer service and works with departments to resolve.
• Responds to customers’ questions, problems, requests, and/or complaints.
• Communicates tracing of missing cargo and follows-up on tracers.
• Timely response to emails from customers, suppliers, carriers and our internal network
• Provides timely customer call back-up support.
• Researches local claims and provides documentation to corporate customer service.
• Creates, maintains, updates and/or utilizes customer and/or freight reports and information in computer database and/or company records.
• Prepares reports, maintains logs, completes and sends CCA’s and maintains departmental filing.
• Tracks all on-forwarded cargo to final destination via aircraft or truck.
• Coordinates truck movements with RFS
• Communicate with GCM & APAC on propriety list for breakdown and handling.
• Creates an environment that encourages team work by:
• Informing supervisor and/or director of customer service of unique or difficult situations;
• Providing ongoing support, assistance and information to customer service staff, and management;
  • Maintaining working relationships with employees in other pertinent departments, such as Ground Ops, and sales, to obtain and/or provide information.
  • Acts as a liaison between the customer and the internal teams (CRT, Sales, Ops, Flight Planning, RFS, ACE) to help determine the most accurate booking status
  • Handle all general inquires and booking questions. Over communicates with a customer on the status of their cargo/booking via email and phone

Qualifications

• High school degree or equivalent work experience.
• Adaptability in a fast-paced customer service environment.
• Demonstrates proficiency in MS Office (Excel, Word, Teams).
• Demonstrates proficiency with IATA process and procedures.
• Understands and uses company reports utilized by customer service.
• Applies interpersonal, communication, and telephone skills.
• Uses ability to track and coordinate multiple issues simultaneously.
• Applies decision-making skills.
• Applies conceptual and problem solving skills.
• Applies understanding of aircraft cargo loading capacities.
• Understands and adheres to company policies and procedures.
• Applies understanding of air cargo industry and competition.
• Three years airline customer service or cargo-related experience.
• Must be reliable, flexible and available to work varied hours, weekends and holidays.
• Computer-savvy with a working knowledge of cargo systems.
• Travel for this role is not required but may occur infrequently based on business need.

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law document at http://www1.eeoc.gov/employers/poster.cfm.

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