Controller and Customer Service Agent

Job Description

Monitors and confirms AWB and financial condition and to act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Responsibilities

Ensures excellent confirmation of the invoice process, responds efficiently to customer inquiries, and maintains high customer satisfaction.

Prepares special reports by collecting, analyzing, and summarizing information. 

Finalizes income and revenue on shipments.

Supervises and monitors shipments, charges and AWB costs. 

Executes a confirm to invoice process. 

Checking AWB costs invoices and Updating the system accordantly. 

Controls customer’s requests regarding any change in income/costs while informing the sales team or commercial manager. 

Follows department procedures, guidelines, and policies. 

Genuinely excited to help customers.  

Ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.  

Manage large amounts of emails and incoming calls. 

Generate sales leads. 

Provide accurate, valid, and complete information by using the right methods/tools. 

Meet personal/customer service team sales targets and call handling quotas. 

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 

Keep records of customer interactions, process customer accounts and file documents. 

Follow communication procedures, guidelines, and policies. 

Take the extra mile to engage customers 

Education

Minimum requirement: BA or equivalent degree in relevant subject. 

Experience

Minimum of 3-5 years’ experience in Cargo airline / Freight Forwarder companies/ GSA. 

Strong phone contact handling skills and active listening. 

Familiarity with ERP/ CRM systems and practices. 

Strong ability to pay attention to details, concentration, and accuracy.  

Excellent teamwork skills.  

Open minded and willing to learn. 

Energetic with strong work ethic. 

Ability to multi-task, prioritize, and manage time effectively. 

Fluent in English is a must. 

Proven customer support experience or experience as a client service representative, must have at least 1 year experience in a customer service role. 

Ability to work under pressure and meet deadlines. 

Customer orientation and ability to adapt/respond to different types of characters.