Advanced Tech Customer Service Executive [SL]

Coordinate end-to-end airfreight import shipments for advanced technology products, including shipment arrival, documentation, customs clearance, delivery arrangements, billing and shipment closure.

Serve as the main point of contact for customers, providing timely shipment updates and resolving enquiries or operational issues.

Liaise with airlines, ground handling agents, transport providers, customs authorities and internal teams to ensure smooth shipment handling.

Monitor shipment progress and ensure compliance with customer requirements, service level agreements (SLAs), key performance indicators (KPIs) and company procedures.

Handle urgent, high-value or time-sensitive shipments and resolve delays, documentation discrepancies and customs-related issues.

Maintain accurate shipment records, reports and regulatory documentation.

Identify opportunities to improve operational efficiency and customer satisfaction.

Support and guide junior team members on shipment procedures and customer service practices.

Escalate unresolved issues to management and follow up on corrective actions.

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EA License No: 20C0270

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