Develop customer service local procedures and standards for the organisation or department in compliance with the company policy
Train staff to deliver a high standard of customer service
Lead, motivate and supervise a team of customer service agents
Manage Customer Services processes and make sure they are implemented and carried out as per rules/regulations of the company
Manage CS Team Leader & CS Agents as per their job description
Be responsible for monthly staff duty roster & annual leave plan
Maintain and develop positive relationship with premier accounts
Represent the company at functions and seminars to promote services and products
Communicate courteously with customers by phone, e-mail, face-to-face
Investigate and solve customers' problems
Handle customers' complaints or any crises
Take part in local meetings with handling agent and/or other parties in order to make sure all procedures/processes are followed
Issue monthly reports/statistics as per management request (trucking, claims, irregularities)
Take up responsibility in C-Spot issues as instructed by management
Be responsible for having roster coverage for all duties, to guarantee Customer Service obligations
Monitoring and action on the C2K performance
Participate in set up of new stations
Communicate closely with other CS Managers to get full coordination between all stations
Meet with other managers (OPS, Sales, other stations) to discuss possible improvements to customer service provided
Manage staff recruitment and appraisals
All necessary and reasonable work which comes up
Required Skills
Competed apprenticeship or equivalent education in the freight-forwarding / airline industry
Experience in the Cargo Industry preferred
Fluent in Dutch & English (verbal and written)
Customer-oriented behaviour towards internal and external customers
Commercial skills
Keen perception and highly organized
Able to take responsibility, give instructions and to work in a team
Able to work under operational constraints and to tight deadlines
Manage and exceed customer expectations
Able to give professional and clear communication to clients
No 9-5 mentality
Be a team player
We offer
The opportunity to work in an expanding company, who is seeking to recruit a growing team of qualified and experienced staff and offering an adequate remuneration.
Application
If you feel you are able to fulfil the role described above please send a covering letter and your full CV (in English please) stating your salary expectation to: hr.emea@airbridgecargo.com