Cargo Services Customer Relation Officer

About the role

The Cargo Services Customer Relation Officer monitors and controls all activities within the cargo and mail services unit on a shift basis. The role ensures reliable customer service delivery, on‑time performance and high levels of customer satisfaction at the cargo terminal.

Key responsibilities

• Control cargo customer services operations, ensuring targets and total customer satisfaction are achieved.
• Maintain service quality excellence and adhere to SLA requirements, constantly exceeding delivery targets.
• Handle escalated complaints, document them and resolve issues positively.
• Review and amend processes and procedures, ensuring the team follows current regulatory and business guidelines.
• Supervise shift workflow, manage daily line activities, prioritize tasks and conduct risk assessments.
• Plan and develop monthly staff rosters, approve leave requests and conduct daily briefings.
• Monitor staff performance, analyse KPIs and share corrected reports for continuous improvement.
• Ensure VIP, express and special cargo receive meticulous handling and send advance notifications to operations.

Required profile

• High School qualification, vocational qualification or diploma (or equivalent).
• Minimum 4 years of experience in air cargo operations, freight handling or warehousing, preferably at a supervisory level.
• Proven track record of managing a team in a customer‑service environment.
• Valid driving licence (preferred).