空運客戶服務專家 Air Logistics Customer Care Expert (台北)

The Air Logistics Customer Care Expert is responsible for delivering an exceptional customer experience by managing customer shipments and ensuring service excellence throughout the shipment lifecycle. Working closely with internal stakeholders and customers, the role focuses on proactive communication, operational excellence, and continuous improvement to support customer satisfaction, retention, and business growth.

**You are accountable for:**

• Manage assigned customer accounts and serve as the primary point of contact for daily operational inquiries.
• Ensure timely and accurate execution of air freight shipments while meeting customer requirements and service commitments.
• Provide proactive shipment updates and communicate any delays, exceptions, or operational issues to customers.
• Coordinate closely with Operations, Pricing, Sales, Gateway, and other internal teams to ensure smooth shipment execution.
• Prepare, validate, and maintain shipping documentation and system data accurately and in a timely manner.
• Support customer onboarding and ensure customer profiles and operational instructions are properly maintained.
• Monitor shipment milestones and resolve service issues promptly to deliver a positive customer experience.
• Handle customer complaints and claims professionally and coordinate with relevant teams to achieve timely resolution.
• Support spot quotation requests and collaborate with Sales on customer opportunities when required.
• Ensure compliance with company policies, customer requirements, and applicable trade regulations.
• Maintain strong customer relationships through effective communication and a customer-centric mindset.
• Contribute to process improvement initiatives and support continuous enhancement of customer service quality.
• Achieve defined Customer Care KPIs and service performance targets.