Handles incoming customer calls intended to provide customer satisfaction, retention, or extend contact to sell new or additional products or services.

Resolution of customer account queries.

Identifies, contacts customers and books cargo to fill flights.

Take bookings generated via telephone, emails, clarify issues and solve problems for customers

Respond to customer inquiries, take bookings, service needs and complaints, or direct to sales representatives or technical/ service area.

Book the cargo information into System

Answer questions via phone, mail, email, fax, website or face-to-face contact with customers.

Promotes and markets products and services of the company.

Provides support in center locations, including timely resolution of customer service and operational management issues.

Analyzes and makes recommendations based on call volume trends and other forecasting factors considering future customer service including staffing and call capacity.

Works together with sales representatives to provide post pre-and/or sales customer support, consultation, problem solving suggestions, whilst ensiring appropriate solutions or answers.

Negotiates customer complaints, initiates billing adjustments, fixes product substitutions and returns.

Evaluates customer needs and suggests/promotes alternative products or services.

Provides administrative support to the function, including the creation of reports that will be used within the centre.

Tracking incoming call traffic volume and distributing calls based on staff availability.

Ensures customer needs are met by coordinating and adjusting call volumes in a timely manner.

Coordinates with other departments when interruptions occur and calls need to be redirected.

Tracks all on forwarded cargo to final destination via aircraft or truck. Coordinates truck movements with operations.

Traces missing cargo and follow-up on tracers, provides freight status alert and/or customer call back-up support.

Bachelor’s Degree or equivalent experience/qualification