Senior Officer, Customer Services

Senior Officer, Customer Services

Reporting to the Assistant Manager, Cargo Northern Region, the Senior Officer, Customer Services is responsible for delivering exceptional service to MABkargo agents. This role demands strong communication, problem-solving, and organizational skills, along with a thorough knowledge of cargo operations and regulations.

• Respond to client inquiries within specified timeframes, ensuring accurate and up-to-date information.
• Monitor and update shipment statuses using tracking tools and systems.
• Coordinate with other departments to ensure documentation meets cargo requirements.
• Address and resolve customer complaints, conducting thorough investigations as needed.
• Collaborate with internal teams to investigate and resolve service issues, keeping customers updated throughout.
• Work closely with operations, warehouse, and logistics teams to ensure timely cargo handling and delivery.
• Proactively inform customers of any changes, delays, or disruptions in shipment schedules.
• Build and maintain positive client relationships to encourage repeat business and loyalty.
• Prepare and submit regular reports, including daily discrepancy monitoring lists and monthly commercial reports.
• Perform other duties and special assignments as assigned by management to support operational and customer service objectives.

Qualified candidates should possess a Diploma or Bachelor’s degree in a related field, IATA Certification, and a minimum of 2 years of experience in customer services, cargo sales, logistics, or a related role. Strong communication skills, attention to detail, and a customer-focused mindset are essential for this role.