Senior Officer, Customer Services

Position Title

Senior Officer, Customer Services

Reporting To

Assistant Manager, Cargo Northern Region

Position Summary

Responsible for delivering exceptional service to MABkargo agents by addressing inquiries, resolving complaints, and coordinating shipments efficiently. This role demands strong communication, problem-solving, and organisational skills, along with a thorough knowledge of cargo operations and regulations.

Key Accountabilities

• Respond to client inquiries via phone, email, or in person regarding shipment details and service options within 24 hours (for offloads) and 48 hours (for damages) during working hours
• Monitor and update accurate information to customers on shipment statuses using tracking tools and systems
• Coordinate with other departments or stations to ensure documentation meets cargo requirements
• Address and resolve customer complaints concerning on missing, delayed, cross-shipped, or damaged cargo
• Conduct thorough investigations for agents on any discrepancies or irregularities.
• Collaborate with internal teams to investigate and resolve service issues, keeping customers updated throughout.
• Work closely with operations, warehouse, and logistics teams to ensure timely cargo loading, unloading, and delivery.
• Proactively inform customers of any changes, delays, or disruptions in shipment schedules.
• Notify clients of schedule changes, customs hold, or potential delays.
• Build and maintain positive client relationships to encourage repeat business and loyalty.
• Collaborate with the sales/arcade team to understand and meet customer needs.
• Maintain accurate records of client interactions, shipment details, and service issues.
• Submit a daily discrepancy monitoring list of offloaded and high-premium-rate (HPR) cargo to KUL.
• Prepare a weekly offloaded shipment report for improvement planning with the KULCP team.
• Assist agents with explanation letters as needed for flight cancellations, delays, or changes in form E shipments.
• Prepare and submit monthly commercial reports in a timely and accurate manner.
• Perform any other duties and special assignments as assigned by management to support operational and customer service objectives.
  
  

Qualifications and Years of Experience

• Diploma or Bachelor’s degree in Business Administration, Sales and Marketing, Supply Chain and Logistics, or STPM or a related field
• International Air Transport Association (IATA) Certification
• A minimum of 2 years of experience customer services, cargo sales, logistics, freight forwarding, or aviation-related commercial roles, with a thorough understanding of all related processes and documents
  
  

Areas of Experience

• Customer service and client relationship management
• Basic understanding of cargo operations and airline procedures.
• Documentation and cargo compliance management
• Problem-solving and escalation management
• Service performance monitoring and customer follow-up
• Able to use MS Office and basic cargo systems
  
  

Personality Traits

• Customer-focused and service-oriented
• Strong communication and interpersonal skills
• Detail-oriented and accurate
• Proactive and responsive
• Strong problem-solving and analytical abilities
• Ability to multitask and prioritize effectively
• Team player with strong collaboration skills
• Responsible and accountable
• Organized and systematic in work approach
• Reliable with strong follow-through
• Results-driven with a commitment to service excellence