Airfreight Customer Service Agent

Key Responsibilities

• Serve as the main contact for customers, building strong relationships.
• Comprehend customers' business needs, drivers, and desires.
• Take charge of the customer experience.
• Guide the team to deliver best-in-class customer service.
• Ensure smooth end-to-end shipment processes by working with customers and internal stakeholders.
• Follow process standards and customer-specific IOPs.
• Monitor KPIs to ensure quality and efficiency.
• Identify and capitalize on upselling opportunities to add value.

Requirements

• Proven history of delivering exceptional customer experiences.
• Ability to remain calm and handle complex customer issues effectively.
• Demonstrate a proactive approach to problem-solving and issue resolution.
• Strong communication and interpersonal skills for effective collaboration.
• Analytical skills to identify and resolve customer issues.
• Excellent written and spoken English skills.
• Familiarity with air freight operations, including Lean/OPEX principles.
• Thorough knowledge of air freight operations, including dangerous goods handling and training (IATA trained).
• A blend of field and office experience, with a strong understanding of the air freight industry in Kenya.