空运客服Air Logistics Customer Care Specialist

- 根据客户需求，制定个性化的空运方案，确保货物安全、准时到达目的地。

- 协助客户办理货物运输手续，包括报关、保险等，确保所有文件的准确性。

- 跟踪货物运输状态，及时向客户报告货物的最新动态。

- 参与公司内部的培训和会议，不断提升自己的业务能力和客户服务技巧。

【任职要求】

- 本科及以上学历，物流管理、国际贸易等相关专业优先。

- 具有1年以上空运客服或相关行业经验，熟悉国际空运流程及相关法律法规。

- 具备良好的沟通能力和解决问题的能力，能够有效处理客户的投诉和纠纷。

- 熟练掌握办公软件，如Excel、Word等，具备一定的数据分析能力。

- 工作认真负责，具有团队合作精神和服务意识。

Your role

You are responsible to support our customers by providing helpful information, answering queries + resolving complaints. Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features. You will do this by working with a variety of internal + external stakeholders while focusing on the following key objectives.

Your responsibilities

To drive customer engagement, satisfaction, retention + reactivation in close cooperation with the Field Sales + Operational Care Center (OCC).

To establish + strengthen operational relation to customer contact(s) through engaging interactions, regular care visits + pro-active advisory + consulting to drive customer excellence.

To qualify customer inquiries + provide quotations within the given price band, in line with the guiding principle in decision-making, then following up to ensure quotations are accepted + closed.

To support customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.

To collaborate with Finance + Revenue Care Center (RCC) to adjust credit limits based on daily business development + coordinate measures in case of challenges.

To document, resolve, analyze all complaints and feedback then identify, share + eliminate root causes.

To prepare, review + refine customer reports.

To document, resolve, analyze all complaints, then identify, share + eliminate root causes.