We are looking for our new Customer Care Specialist based in Johannesburg!Your RoleThe Air Logistics Customer Care Specialist is responsible for ensuring that our customers' experience is a positive one each and every time they engage with Kuehne + Nagel. Specifically, the Customer Care Specialist is part of a team within our CCL's – Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow-up, interaction with our sales colleagues, and ensuring that our Operational Care Centers (OCC's) have all the necessary information (including systematic information) to be able to execute on our customer's behalf.Your ResponsibilitiesCustomer Care and Satisfaction Management: Proactively advise and consult customers to ensure their satisfaction.Shipment Performance Monitoring: Monitor customer shipments to provide proactive updates and collaborate with stakeholders to solve problems before they lead to complaints.Customer On-boarding: Include and transfer customer requirements into our systems, ensuring Operational Care Centers (OCCs) are well-informed about deliverables.Complaint Management: Field complaint calls and provide problem resolution in alignment with stakeholders.Quotation Management: Qualify customer inquiries, provide quotations within corporate pricing guidelines, up-sell, and follow up to closure.Operational Relationship Management: Facilitate knowledge exchange with the sales and account management teams.Reporting and Performance Analysis: Create, refine, and review reports as needed, including performance analysis.Your Skills and ExperiencesIdeally, you have at least 5 years of experience dealing with import and export air freight.You demonstrate great communication and organization/coordination skills.You are a problem solver, a go-getter, and work well under pressure.You know how to be persuasive while showing empathy and adaptability.You work with customers from all over the world and need to be flexible working with different time zones.Good Reasons to JoinWe offer an employee-friendly environment for you to develop and grow to become a skilled transportation logistics professional in a challenging and fast-developing company with a competitive salary and opportunities for further development within the Kuehne + Nagel Group. If, like us, you put customers at the heart of everything you do, you can expect to be rewarded with a full package of benefits on top of a salary that grows with you as you grow in our business.
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