Senior Customer Services Officer

About the role

The Senior Customer Services Officer will ensure exceptional service for MABkargo agents by handling inquiries, resolving complaints, and coordinating shipments efficiently. This role requires strong communication, problem‑solving, and organisational abilities together with solid knowledge of cargo operations and regulations.

Key responsibilities

• Respond to client inquiries via phone, email or in person within 24 hours for offloads and 48 hours for damages.
• Monitor and update shipment status using tracking tools and systems.
• Coordinate with stations and other departments to ensure documentation complies with cargo requirements.
• Address and resolve complaints related to missing, delayed, cross‑shipped or damaged cargo.
• Conduct investigations on discrepancies and keep customers informed.
• Collaborate with operations, warehouse, logistics and sales teams to ensure timely loading, unloading and delivery.
• Proactively notify customers of schedule changes, customs holds or potential delays.
• Maintain accurate records of client interactions, shipment details and service issues.
• Submit daily discrepancy monitoring lists and weekly offloaded shipment reports for improvement planning.
• Assist agents with explanation letters for flight cancellations or delays and prepare monthly commercial reports.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Sales & Marketing, Supply Chain & Logistics or a related field.
• International Air Transport Association (IATA) certification.
• Minimum 2 years experience in customer services, cargo sales, logistics, freight forwarding or aviation‑related commercial roles.
• Good understanding of cargo processes, documentation and compliance.

Required skills

• Proficiency with MS Office.
• Experience using cargo tracking systems or similar operational tools.