Customer Service Specialist

6 hours ago

Paranaque City, Calabarzon, Philippines UPTC Full time ₱250,000 - ₱450,000 per year
Qualifications
  • Must be a graduate of any four-year course.
  • Preferably with 2–3 years of experience in a similar role, ideally with demonstrated success in customer service within an airline or freight forwarding environment.
  • Team-oriented, able to work collaboratively to maintain service quality that meets Group standards and expectations.
  • Strong English communication skills, with excellent interpersonal, client servicing, and negotiation abilities.

Job Description
  • Handle cargo booking requests, ensuring accurate encoding and documentation.
  • Coordinate with customers to secure all required shipment information and documents.
  • Allocate cargo space on flights based on weight, volume, and destination requirements.
  • Work with the sales team to ensure correct rates are properly applied in the system.
  • Coordinate with HQ space control for confirmation of space allocation when needed.
  • Issue airway bills to freight agents.
  • Inform agents of flight details, including cargo and document cut-off times.
  • Monitor and track shipment movement from departure to final delivery.
  • Send pre-alert notifications to transit hubs upon departure from MNL.
  • Proactively address any delays or issues encountered during transit.
  • Provide regular shipment status updates to clients.
  • Deliver high-quality customer support by addressing inquiries, resolving shipment concerns, and sustaining strong client relationships.
  • Communicate clearly with customers through both written and verbal channels.
  • Update agents on shipment progress, manage irregularities such as delays, damages, or missing cargo/documents, and conduct investigations to resolve such issues.
  • Assist the sales team with preparing and submitting required reports.

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