Air Logistics Operational Care Specialist ( Hanoi )

You will support customers by providing helpful information, answering queries, + responding to complaints and feedback.

Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features.

- To drive customer engagement, satisfaction, retention + reactivation in close cooperation with Field Sales and the Operational Care Center (OCC).

- To establish + strengthen operational relation to customer contact(s) through daily interactions, regular care visits + pro-actively advising + consulting to ensure customer satisfaction.

- To qualify customer inquiries + provide quotations within the given price band, in line with the guiding leeway in decision-making, then following up to ensure quotations are accepted + closed.

- To support customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.

- To collaborate with Finance + Revenue Care Center (RCC) to adjust credit limits based on daily business development + coordinate measures in case of challenges.

- To document, resolve, analyze all complaints and feedback then identify, share + eliminate root causes.

- To create, review + refine customer reports.

- To ensure delivery against all financial targets + strategic objectives.