Customer Service Manager

Job Responsibilities: - Improve customer service experience, create, engaged customers and facilitate department growth. - Negotiate best rates with airlines and agents for interest of company. - Negotiate best offer to client in interest of company. - Take control of customer’s issues and follow problems through to resolution. - Set a clear mission and deploy strategies focused towards that mission. - Develop service procedures, policies and standards. - Keep meticulous records and document customer service actions and discussions. - Analyze statistics and compile accurate reports. - Build excellent relationship with carriers, clients and service providers. - Keep ahead of industry’s developments and apply best practices to areas of improvement. - Control resources and utilize assets to achieve qualitative and quantitative targets. - Adhere to and manage the approved budget. - Maintain an orderly workflow according to priorities. - Share information with management on customers and market conditions. Job Requirements: - Minimum 4 years’ experience in freight forwarding or logistics, with at least 2 years in a supervisory or managerial role - Strong knowledge of air, sea, and road freight operations - Excellent customer service, communication, and problem-solving skills - Proven leadership and team management experience - Ability to handle pressure, prioritize tasks, and meet deadlines - Proficiency in freight management systems and MS Office - Strong commercial awareness and customer-focused mindset