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Airfreight Customer Service Agent

3 months ago

Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

Customer service job vacancies in Kenya.

Opportunity

You've seen us everywhere, from a road trip, passing over one of our trucks, to the biggest ports on the planet where we touch land to continue our journey All The Way to your front door. Now it's your chance to get to know us from within: a workplace full of warmth, friendship and support. We invite you to join our wonderful team and be part of our purpose: Improving life for all by integrating the world. Join us and play an important role on our team lifting global trade every day
As an Airfreight Customer Service Agent, you will deliver exceptional customer experience to Maersk customers in Kenya by proactively identifying and resolving issues, driving business growth through upselling opportunities, and collaborating with internal and external stakeholders to ensure smooth execution of end-to-end shipments.

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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.

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