About The Role

You will serve as the first point of contact for customers, ensuring timely and accurate resolution of system-related queries, configuration requests, and operational issues. This role includes providing exceptional customer service, performing system configurations, and supporting track-and-trace activities for enhanced visibility and efficiency. Acting as the single voice of the customer, the analyst drives continuous improvement by sharing feedback and advocating for system enhancements. This position requires shift work, flexibility is essential for this role.

As part of your role, your responsibilities will be inclusive of, but not limited to the following:

• Incident Logging: Accurately log all customer incidents and service requests in the ticketing system.
• Prioritization: Assess and prioritize incidents based on urgency and impact.
• Resolution Tracking: Ensure timely troubleshooting and resolution, escalating complex issues to L2/L3 teams when necessary.
• Closure Confirmation: Validate resolution with customers before closing incidents.
• Customer Queries: Respond promptly to customer inquiries regarding system usage, shipment status, or operational processes.
• Assist customers in tracking shipments, orders, or inventory within the system and recover where necessary.
• User Account Management: Create, update, and deactivate user accounts as per requests. ▪ System Settings: Configure system parameters, workflows, and notifications to align with customer and operational requirements.

Job Posting

Apr 21, 2025, 10:05:19 AM

About You

• Bachelor’s degree or equivalent with minimum 2 years of job-related experience.
• Has knowledge about air cargo customer experience.
• Has experience in logistic experience in Operation or System support.
• Has knowledge of cargo reservation/acceptance/handling processes.
• Good command of English verbally and in writing.
• Has knowledge about IATA/TACT regulations.
• Excellent computer operating skills, and good presentation skills.