Job Description

Freight Services IndustryLocation: Kempton Park, JohannesburgSalary: R40 000.00 CTCAdditional benefit: Petrol CardEE - Employment Equity African position as per employers EE policyMain purpose of the Job: To manage, retain, and develop the mutually beneficial partnership between the company and Airlines to achieve market share growth within the Regional Airfreight sector. To manage and provide efficient and effective customer service by leading and motivating the customer service team and developing programs to create customer satisfaction goals.Requirements:Minimum Qualifications:Diploma or Degree in Supply Chain, Aviation or Sales and Marketing (NQF Level 5)Minimum Experience:
2 Years experience in the Airline and Freight Industry (Supervisory or Team Leader)
2 Years Customer ServiceFunctional Trainig:
Operations Induction
Safety Management Systems and Company Systems
Operational and Finance systems
Customer Service Training
Customs and Excise Act, and Sars knowledgeRegulated Training:
Airside Induction
Dangerous goods Category 6
Human Factors
Safety Management System
Live Animal Regulations TrainingEnvironmental / Other conditions:
Valid Drivers License
Own reliable transport
Willingness to travel
Ability and willingness to work extended hours at your own initiate and/or requestBehavioural:
Professional and positive appearance and attitude
Self-motivated
Time management
Attention to detail
Good leadership skills
Customer service orientated
Emotional intelligenceSkills:
Company and customer expertise
Strategic perspective and adaptability
Analytic review
Basic finance and cost management
Value-based selling
Ability to think laterally and creative in crisis situations
Time management skills
Conflict and customer complaint resolution
Negotiation skills
Strict adherence to policies and procedures
English comprehension
Computer Literacy (Advanced: Outlook, Word, Excel, PowerPoint)Contract and Rate negotiationsDraft Agreements by consulting with Airlines (Customers) and internal stakeholders to give effect to the customers requirements within the
capabilities of the company's Operations.
Inform the relevant departments of the requirements of the customer contracts to adhere to contractual obligations.
Monitor expiry dates of contacts to extend, renew or add additional information by way of addendum to the contracts where required.Freight Agents and Airline collaborationDeal with various forwarding agents on daily basis.
Understand each forwarding agents requirements per destinations.
Familiarise and understand the various airlines on regional routes.
Understand and recognise the various rules and regulations pertaining to the airlines to establish their requirements.
Identify the various airline codes, rates and schedules ensuring you provide the customer with the correct information.Customer ServiceRespond to queries via email ensuring the problems are resolved effectively
Engage with customers via telephone or in person, providing them with a clear solution to their issue Allocate resources and provide appropriate
support to enable team compassion, authenticity, integrity, respect and dignity.
Manage and monitor incoming calls ensuring they are answered promptly.
Manage Customers accounts and keep records for audit purpose to ensure correct customer details are captured.
Drive operational excellence while keeping a safe conscious environment that promotes end-to-end exceptional customer service resulting in
employee and customer safety and well-being.
Keep Airline Systems up to date.Customer Service Team Management (Reservation Agents)Recruit, mentor and develop customer service agents and nurture an environment of high performance through encouragement and empowerment.
Organize and motivate service representatives to improve their performance beyond their expectations ensuring customer satisfaction.
Develop a comprehensive system that provides guidelines, courses of action and emergency plans when dealing with customers.
Manage escalated service issues and be visible to team members when problems arise to give support to customer service team.
Lead and direct staff within customer services department so that they meet the objectives set for them.Conduct appraisals to measure performance and objective accomplishment against agreed targets and review goals and set new objectives.Revenue growth and ManagementDevelop a regional sales strategy through in-dept customer and industry knowledge to achieve revenue targets.
Meet monthly targets ensuring a profitable outcome.
Collaborate with the sales and marketing team ensuring that constant communication between clients are on-going.
Regular meetings held with staff and clients ensuring they are kept informed.
Identify possible new airlines as customers and propose of the company's Services offering to the airlines to grow the company's footprint in Africa and beyond.Customer RetentionMaintain customer loyalty, efficient service, communication with our customers ensuring satisfaction is the outcome.
Reward loyal customers and always prioritize them in order to manage and retain relationship.
Keep customers informed of the growth and developments within our industry ensuring they remain with us.
Mitigate customer complaints by communicating effectively with them to resolve their issues.Market opportunities and threatsIdentify, through knowledge and contacts of the sales force in the industry, new opportunities and threats for the company
Compile a competitor analyses through industry knowledge and contacts of the sales force
Develop appropriate strategies to take advantage of opportunities identified or mitigate threats.
Regular reporting on updated sales strategy to inform the required individuals of the strategy.
Conduct market analysis to keep airlines updated on developments.

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