Job Description
As the business expands, we are pleased to announce an incredibly exciting opportunity to join our Cargo Customer Services Team in Heathrow as a Cargo Customer Services Coordinator. The role includes:
Duties and Responsibilities
Your main responsibilities in this role include the following:
Ensuring that the customer service provided by the QR Cargo Department meet the local customers’ requirements and to be a single point of contact for queries, information and concerns
Enhancing customer experience and to resolve queries within our stated service level
Coordinating with QR Cargo Global Customer Service Team and Revenue Management Team in order to respond to queries on shipments to the Clients/ Agents
Creating maximum awareness of QR Cargo products and services to customers who request such information and in the meantime to provide management with any market intelligence on the strengths, weaknesses, threats and opportunities of QR with regards to services and operations
Ensuring the shipment mishandled is traced and tracked in a timely manner and appropriate report listing such mishandled shipment to be formulated and forwarded to the supervisors
Planning customer service team coverage / Weekend Rota
Overseeing customer service team daily operations
First Escalation point of contact
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