Senior Officer, Customer Services

Position Overview

The Senior Officer of Customer Services at Malaysia Airlines is responsible for delivering outstanding service to MABkargo agents by addressing their inquiries, solving issues, and coordinating shipments efficiently within the Northern Borders Region. The role demands excellent communication, problem-solving, organizational skills, and solid expertise in cargo operations and compliance.

Primary Responsibilities

• Respond promptly to client inquiries through phone, email, or face-to-face, providing shipment details and service options within 24 hours for offloaded cargo issues and 48 hours for damages during business hours.
• Keep customers informed of shipment statuses by utilizing tracking tools and systems with accuracy.
• Collaborate with other departments and stations to ensure all cargo documentation meets regulatory and company standards.
• Manage and resolve customer complaints related to missing, delayed, cross-shipped, or damaged cargo through comprehensive investigations and follow-ups.
• Work with internal teams to uncover and fix service issues, ensuring customers are regularly updated.
• Coordinate with operations, warehouse, and logistics teams to guarantee timely cargo loading, unloading, and delivery processes.
• Proactively notify clients of shipment schedule alterations, customs holds, or delays that could impact delivery.
• Maintain strong relationships with customers to foster loyalty and encourage repeat business.
• Partner with sales and arcade teams to better understand customer requirements and improve service delivery.
• Maintain precise records of client interactions, shipment information, and service issues for reporting and analysis.
• Submit daily monitoring reports on cargo discrepancies and high-premium-rate shipments to the Kuala Lumpur center (KUL).
• Prepare weekly reports on offloaded shipments to assist the KUL Cargo Performance (KULCP) team with continuous improvement plans.
• Support agents by assisting with explanation letters for shipment changes such as flight cancellations or delays related to form E shipments.
• Prepare and submit monthly commercial reports timely and accurately.
• Perform additional duties or specialized tasks assigned by management to support customer service and operational goals.

Qualifications and Required Experience

• Diploma or Bachelor's degree in Business Administration, Sales and Marketing, Supply Chain and Logistics, STPM, or a related field.
• Certification from the International Air Transport Association (IATA).
• At least 2 years of experience in customer services, cargo sales, logistics, freight forwarding, or roles related to aviation commerce, with comprehensive knowledge of cargo processes and documentation.

Relevant Skills and Expertise

• Customer service and client relationship management.
• Basic knowledge of cargo operations, airline procedures, and compliance.
• Documentation handling and freight compliance understanding.
• Problem-solving, escalation management, and service performance monitoring.
• Proficiency in Microsoft Office and basic cargo information systems.

Personal Attributes

• Highly service-oriented and customer-focused attitude.
• Excellent communication and interpersonal skills.
• Detail-oriented, organized, and systematic approach to work.
• Proactive in addressing issues with quick response times.
• Strong analytical, problem-solving, multitasking, and prioritization capabilities.
• Team player with effective collaboration and accountability.
• Dependable with strong follow-through and commitment to achieving results and service excellence.