Air Export Customer Service Officer

Key Responsibilities: Client Engagement & Communication Handle all incoming calls with professionalism and a customer-first approach. Deliver prompt, clear responses to customer questions and requests. Keep customers regularly updated on flight schedules and cargo status. Know and apply each client's SOPs and handling instructions to ensure service excellence. Shipment Coordination & Documentation Oversee all operational aspects of air export shipments, working closely with multiple stakeholders. Partner with procurement to arrange flight space and bookings. Use IATA knowledge to assess cargo commodities and ensure regulatory compliance. Examine AWB/HAWB and supporting documents; identify and report errors or non-compliance to customers and overseas agents. Enter and maintain accurate shipment records in the company system. Communicate with overseas agents on service requirements and pricing. Secure customer rate approvals before departure. Tracking, Compliance & Performance Track uplift and transit progress, notifying shippers and destination offices of any delays. Meet all AED compliance requirements and close job files within KPI deadlines. Work toward monthly, annual, and KPI performance goals. Assist team members with shipment processing during high-volume periods. General & Administrative Support Prepare airfreight cost quotes as requested. Resolve supplier billing disputes efficiently. Raise issues that need management attention or cross-functional input without delay. Take on additional tasks assigned by the Supervisor/Manager. QHSE Obligations Contribute to establishing and improving internal procedures to boost efficiency and visibility. Keep health, safety, and environmental risks within acceptable limits in your work area. Follow all applicable legal requirements and company policies. Requirements: Minimum Diploma / Degree. 1-2 years of experience in airfreight forwarding (import and/or export). Good written and spoken English. Excellent communication and interpersonal skills.