Senior Officer, Customer Services

About the role

The Senior Officer, Customer Services will deliver exceptional service to MABkargo agents, handling inquiries, resolving complaints and coordinating shipments. This position requires strong communication, problem‑solving and organisational abilities, as well as solid knowledge of cargo operations and regulations.

Key responsibilities

• Respond to client inquiries via phone, email or in person within 24‑48 hours, depending on issue type.
• Monitor and update shipment status using tracking tools and ensure documentation meets cargo requirements.
• Investigate and resolve complaints related to missing, delayed, cross‑shipped or damaged cargo.
• Coordinate with operations, warehouse and logistics teams to ensure timely loading, unloading and delivery.
• Inform customers proactively about schedule changes, customs holds or potential delays.
• Maintain accurate records of client interactions, shipment details and service issues.
• Prepare daily discrepancy lists, weekly offloaded shipment reports and monthly commercial reports.
• Assist agents with explanation letters for flight cancellations, delays or changes.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Sales & Marketing, Supply Chain & Logistics or related field.
• IATA certification.
• Minimum 2 years of experience in customer service, cargo sales, logistics, freight forwarding or aviation‑related commercial roles.
• Understanding of cargo operations, airline procedures and documentation compliance.

Required skills

• Proficiency with MS Office.
• Experience using basic cargo management systems.
• IATA certification knowledge.