Customer Service Assistant Manager

Key Responsibilities
1. Customer Service Management
Assist in managing and supervising the daily activities of the Customer Service team.
Ensure timely and professional responses to customer inquiries, requests, and complaints.
Maintain strong relationships with freight forwarders, agents, and business partners.
Ensure customer satisfaction through effective communication and service follow-up.
2. Air Cargo Operations Coordination
Coordinate closely with airline operations, sales, airport handling agents, and other internal departments.
Monitor cargo bookings, shipment status, flight schedules, cargo acceptance, and delivery updates.
Ensure accurate and timely communication regarding flight disruptions, capacity changes, delays, and operational issues.
Support the resolution of shipment discrepancies, offloads, short shipments, and other operational challenges.
3. Team Supervision & Development
Support the Customer Service Manager in supervising, coaching, and developing team members.
Monitor staff performance, productivity, attendance, and service quality.
Ensure proper shift arrangements and adequate operational coverage.
Promote teamwork, accountability, and a customer-oriented working culture.
4. Service Quality & Reporting
Monitor customer service performance and ensure compliance with company and airline procedures.
Handle escalated customer complaints and provide effective solutions.
Prepare regular operational and customer service performance reports.
Identify opportunities to improve service standards, processes, and operational efficiency.
Qualifications & Requirements
Bachelor's degree in Business Administration, Aviation, Logistics, or a related field.
Minimum 3-5 years of experience in air cargo, airline customer service, freight forwarding, or logistics.
At least 1-2 years of experience in a supervisory or team leadership position.
Good understanding of air cargo operations, airline procedures, and cargo documentation.
Strong communication, interpersonal, and problem-solving skills.
Excellent organizational skills with the ability to manage multiple priorities.
Proficient in Microsoft Office and business communication tools.
Good command of written and spoken English.
Ability to work under pressure and adapt to a dynamic aviation environment.
Preferred Competencies
Previous experience working with an international airline, cargo GSA, or freight forwarding company.
Knowledge of airline cargo reservation systems and cargo management platforms.
Strong customer relationship management and complaint-handling experience.
Ability to lead a team while maintaining high service standards.
A proactive mindset with a strong sense of responsibility and ownership.
What We Offer
Competitive salary based on experience and qualifications.
Annual performance bonus and company benefits (following the policies).
Professional development and career advancement opportunities.
Opportunity to work with international airline and air cargo partners.
A dynamic and professional working environment within the aviation industry.