Senior Officer, Customer Services

Position Overview

We are seeking a highly motivated and experienced Senior Officer, Customer Services to join our dynamic team at MABkargo. This critical role is responsible for delivering outstanding service to our valued agents by addressing inquiries, resolving complaints, and ensuring seamless shipment coordination. The ideal candidate will possess exceptional communication, problem-solving, and organizational skills, along with an in-depth understanding of cargo operations and regulatory compliance. Reporting directly to the Assistant Manager of the Cargo Northern Region, this position plays a pivotal role in maintaining customer satisfaction and operational efficiency.

Key Responsibilities

• Client Communication and Support: Respond promptly to client inquiries via phone, email, or in-person regarding shipment details and service options, ensuring responses are provided within 24 hours for offloads and 48 hours for damages during standard working hours.
• Shipment Tracking and Updates: Monitor and update customers on shipment statuses using advanced tracking tools and systems, ensuring accuracy and transparency throughout the process.
• Cross-Departmental Collaboration: Coordinate with internal departments, including operations, warehouse, logistics, and sales, to ensure documentation meets cargo requirements and to facilitate timely cargo loading, unloading, and delivery.
• Complaint Resolution: Address and resolve customer complaints related to missing, delayed, cross-shipped, or damaged cargo, conducting thorough investigations to identify root causes and implement corrective actions.
• Proactive Communication: Keep customers informed of any changes, delays, or disruptions in shipment schedules, including customs holds or potential delays, to manage expectations effectively.
• Relationship Management: Build and maintain strong, positive relationships with clients to foster loyalty and encourage repeat business, collaborating closely with the sales and arcade teams to meet evolving customer needs.
• Documentation and Reporting: Maintain meticulous records of client interactions, shipment details, and service issues. Submit daily discrepancy monitoring lists for offloaded and high-premium-rate (HPR) cargo to KUL, prepare weekly offloaded shipment reports for improvement planning, and generate monthly commercial reports with precision and timeliness.
• Special Assignments: Perform additional duties and special projects as assigned by management to support broader operational and customer service objectives.

Qualifications and Experience

To excel in this role, candidates must meet the following criteria:

• Educational Background: A Diploma or Bachelor’s degree in Business Administration, Sales and Marketing, Supply Chain and Logistics, or an equivalent qualification such as STPM.
• Professional Certification: International Air Transport Association (IATA) Certification is required.
• Relevant Experience: A minimum of 2 years of experience in customer service, cargo sales, logistics, freight forwarding, or aviation-related commercial roles, with a comprehensive understanding of cargo processes and documentation.

Core Competencies

The successful candidate will demonstrate the following skills and attributes:

• Customer-Centric Mindset: A strong focus on delivering exceptional service and building long-term client relationships.
• Communication Excellence: Superior verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Analytical and Problem-Solving Abilities: A proactive approach to identifying and resolving issues, coupled with strong analytical skills to assess situations and implement effective solutions.
• Organizational Proficiency: Exceptional attention to detail and the ability to manage multiple tasks efficiently while maintaining high standards of accuracy.
• Collaboration and Teamwork: A collaborative mindset with the ability to work effectively across departments and with stakeholders at all levels.
• Technical Competency: Proficiency in using MS Office Suite and basic cargo management systems to streamline operations and reporting.
• Adaptability and Reliability: A results-driven approach with a commitment to service excellence, ensuring follow-through on all commitments and responsibilities.

If you are a dedicated professional with a passion for customer service and a proven track record in cargo operations, we invite you to apply for this exciting opportunity to contribute to the success of MABkargo.