Customer Service & Operations Asst/ Manager - #1130987

Key Responsibilities

Customer Service

• Perform and oversee day-to-day cargo customer service operations, ensuring timely and accurate handling of bookings, rate enquiries, adhoc filling, space allocation, capacity planning and shipment tracking.

• Act as an escalation point for customer issues, complaints, and service recovery, ensuring professional and prompt resolution.

• Ensure flight capacity are filled and communicate closely with respective sales.

• Maintain strong working relationships with key forwarders, partners, and airline principals.

• Ensure team's customer service standards and SLAs agreed with airline principals are consistently met.

• Monitor shipment irregularities (offloads, delays, damages, misroutes) and coordinate corrective actions.

• Organize monthly CS/ Ops meeting with the team to identify team’s key issues, to further rectify with GHA/ airlines

• Ensure timely and accurate input of data into cargo systems (eg. CargoSpot or airline specific systems).

• Prepare and validate operational, uplift reports or verifications for airline principals, ensuring accuracy and consistency before submission.

• Support and be a strong advocate of digitalization initiatives and process improvements to enhance efficiency and data reliability.

Operations & Cargo Handling

• Organize monthly meetings with GHAs to ensure that their service performances are up to standards and any mishandling issues to be rectified.

• Supervise cargo export operations and post-flight reconciliation.

• Liaise closely with ground handling agents and airline operations to ensure smooth cargo uplift.

• Ensure all cargo movements comply with IATA, CAAS or airline regulatory requirement and assist to coordinate audit where required.

• Monitor and enforce correct handling of special cargo (DGR, PER, AVI, VAL, HUM, etc) where applicable.

• Ensure proper documentation, data accuracy, and system entries to avoid revenue leakage and audit findings.

• Support new airlines or charter flight operations set up, and DG permit application.

• Facilitate airline principal's office visits or meetings.

• Support the Country Manager in guiding customer service and operations staff and conduct on job training to ensure staff are aligned with procedures and service standards.

Key Requirements:

Education & Experience

• Diploma or Degree in Logistics, Aviation Management, Supply Chain, or related discipline.

• Minimum 4–6 years of experience in air cargo customer service and/ or operations, preferably within a GSSA or airline cargo environment.

• Prior supervisory or team-lead experience preferred.

Other requirements:

• Strong knowledge of air cargo customer service, operations knowledge and documentation.

• Familiar with IATA Cargo regulations; DGR Cat 6 certification is an advantage.

• Strong reporting and customer-centric mindset with problem-solving ability, and to manage escalations calmly and professionally.

• Good communication and stakeholder management skills.

• Ability to work under pressure in a fast-paced customer service & operational environment.

• Willingness to support after-hours operational matters when required.

• Strong sense of accountability, integrity, proactive, and teamwork.