Air Logistics Customer Experience Manager
12 hours ago
In Johannesburg, Gauteng, South Africa, we are looking for a skilled Air Logistics Customer Care Specialist to join our team. As part of our CCL's - Customer Care Locations, you will be responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, and ensuring that our Operational Care Centers (OCCs) have all the necessary information.
About Your Role- Key Responsibilities:
- Proactively advise and consult customers to ensure their satisfaction.
- Monitor customer shipments to provide proactive updates and collaborate with stakeholders to solve problems before they lead to complaints.
- On-board new customers by transferring their requirements into our systems, ensuring OCCs are well-informed about deliverables.
- Field complaint calls and provide problem resolution in alignment with stakeholders.
- Qualify customer inquiries, provide quotations within corporate pricing guidelines, upsell, and follow up to closure.
- Facilitate knowledge exchange with sales and account management teams.
- Create, refine, and review reports as needed, including performance analysis.
- A minimum of 5 years of experience dealing with import and export air freight.
- Excellent communication and organization/coordination skills.
- Able to work under pressure, think critically, and demonstrate adaptability.
- Persuasive and empathetic, with a focus on delivering exceptional customer experiences.
- Experience working with diverse time zones and cultural backgrounds is essential.
We offer a competitive salary and benefits package, with opportunities for professional growth and development within the Kuehne + Nagel Group. If you share our commitment to putting customers at the heart of everything we do, we encourage you to apply for this exciting opportunity.
With a salary range of approximately R550,000 - R750,000 per annum, depending on experience, you will have the opportunity to develop your skills and career in a challenging and dynamic environment.
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