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.
How To Apply
