Cargo - Customer Service Officer

Job Description

The successful candidate will investigate cargo irregularities (including off-loading, missing shipment, pilferage cases, damage cargo), apply permit for special cargo and attend to direct shipper enquiries. 

Key Responsibilities

Customer Experience

• Interim replies to be sent out to customers within 24 hours on receiving feedbacks/complaints
• Target to close each investigation within 3 working days, to escalate otherwise
• Perform service recovery for offloaded shipments as soon as possible
• Ensure special Arms/ ammunition, DG bookings comply with company requirements / procedures and destination Custom requirement.
• Operational matters and other duties 

Operational Excellence

• Operational coordination with CHO and SATS 
• Determine root cause of the issues and ensure procedures and preventive actions are put in place  

Requirements

• A Diploma 
• Experience in Cargo operations in airline preferred notified.
• Experience in fronting customer
• Knowledge on iCargo and Cosys+ system 
• DG knowledge and heavy cargo handling knowledge preferred 
• Meticulous and customer service oriented