Tập đoàn ITL Indo Trans Logistics ★ 3.6

About the Role

Supervise and manage the daily operations of the Airfreight Customer Service team. Ensure timely responses to customer inquiries and effective issue resolution. Review pricing, update market information, and support Sales with competitive quotations.

Responsibilities

• Performance (40%)
• Lead the team to ensure all customer inquiries are responded to on time.
• Oversee troubleshooting and escalate issues promptly according to procedures.
• Ensure 100% SOP understanding and compliance among all team members.
• Provide competitive quotations within 2–4 hours; negotiate space and rates with carriers/co-loaders.
• Maintain ≥ 60% quote conversion rate, ≥ 95% operational satisfaction, and ≥ 98% SOP compliance.

• Customer Satisfaction (15%)
• Deliver excellent customer service.
• Minimize non-compliance issues related to pricing, billing, documentation, and reporting.
• Maintain zero customer complaints.

• Operational Excellence (15%)
• Build and maintain strong relationships with airlines, vendors, and internal/external customers.
• Ensure accuracy and quality of documents.
• Support Sales and collaborate with other team members to maintain a strong and united team.
• Participate actively in BU/department activities.

• Human Resource Management (10%)
• Continuously upgrade job-related skills and knowledge.
• Complete at least 2 internal or e-learning courses per year.
• Join company activities: CSR, Town Hall, Sports Day, etc.
• Ensure no violations of company regulations.

Qualifications

• Bachelor’s degree in a relevant field.
• Fluent English (all four skills).
• Strong proficiency in MS Office and online tools.
• Good communication, customer service, and teamwork skills.
• Ability to work under pressure; detail-oriented, responsible, and proactive.

Required Skills

• Teamwork
• Adaptability
• Communication
• Initiative
• Customer Orientation
• Planning & Supervising

Preferred Skills

• Business Acumen
• Leadership
• Integration
• Customer Centricity
• Integrity

Pay range and compensation package

• 13th-month salary + bonus
• Full salary-based insurance and personal health insurance
• 12 days of annual leave
• 100% salary during the probation period
• Special leave on your birthday
• Employee family bonding activities: Family Day, Happy Hour, Yoga Club at the company
• Company trip...