Customer Service Staff (Airfreight)

The Customer Service Staff is responsible for being a bridge between existing customers for daily communication, overseas agent, and operation team. Additionally, they account for interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services and have a spirit of sales support.

- Receive booking form the customer, check term, DO,…

- Input Booking information (Customer name, Incoterm, Quantity, Dimension, Gross weight, shipping date, selling rate, any special instruction….) in the Daily app

- Send booking confirmation to the customer

- Collaborate well with the relevant parties (Sale, Air Procurement, Air Operation, , VAS, KLV …) to run shipment smoothly. Have good attitude manner, behavior in working to create a good atmosphere in the company.

- Work with oversea agents for schedule approval, gateway…

- Rate approval: Award RFQ, bidding => check approval to go with oversea agent (if have any information unclear => check again with Sale/ Pricing)

- Handle daily task, irregular case. If there is complaint or arising charge => inform Sale & discuss for solution

- Collect information & keep records of customer interactions and transactions (Record details of inquiries, comments, complaints,… for review) share to Sale to obtain biz

- Make a regular report related to the Customer Service daily working, including the service quality with Supervisor , to report to Air Management (General Manager, Air Product Head,…)

- Ensure all shipments are handled smoothly, always feedback on time , discuss positively to the customer & the relevant parties.

- Focus on Customer excellence , foster high motivation in customer satisfaction

► Education and experience:

- Bachelor or higher education degree in a relevant field.

- Advanced training or certifications with demonstrated experience or expertise in the forwarding

and logistics industry processes and practices.

- Experience in using systems for bookings, documentation, shipping document insurance, and intranet.

- Hands-on experience in executing all aspects of operational procedures efficiently.

- Knowledge of KWE’s products and services is a plus.

► Required skills and abilities:

- Good at MS Office (Word, Excel, PowerPoint).

- Intermediate English proficiency. Another language (Japanese, Chinese, Korean, etc.) is a plus.

- Ability to work well under pressure and manage multiple tasks simultaneously.

- Excellent verbal and written communication skills, with an emphasis on active listening.

- High attention to detail, accuracy, and the ability to proofread and edit work.

- Customer-focused with a strong customer service orientation.

- Flexibility and adaptability to change.

- Proactive and self-starter with initiative and problem-solving skills.

► Working Conditions and Benefits:

- Working Place: TTC Building, No. 19, Duy Tan Street, Cau Giay Dist, Hanoi City

- Working time: Monday to Friday, from 8:00 AM to 5:35 PM

- Annual Leave: 12 days/year (after probation time)

- Net salary: Negotiable (13 months a year plus Tet bonus & Annual performance bonus)

- Annual Salary Increase: once per year

- Performance Assessment: twice per year (fixed in April and October)

- Insurance: 24 hours’ Accident Insurance, 100% Social Insurance, Health Care Insurance

- Others: International working environment with many opportunities for learning and development, training courses, company trip, etc.