Customer Service Representative

3 weeks ago

Perth Airport, Australia dnata Full time

We are seeking a skilled and enthusiastic Customer Service Representative to join our team at Perth Airport.

Job Description

The successful candidate will be responsible for providing exceptional customer service to our clients, responding to customer inquiries, and resolving issues in a timely and professional manner.

Key Responsibilities:
  • Answering and attending to majority telephone enquiries.
  • Monitoring and answering customer service emails.
  • Phoning shipments out to Agents/Consignees/Personal Effects.
  • Liaising with Warehouse re Bond Checks and monitoring them.
  • Track & Trace.
  • Missing cargo / Found cargo investigations.
  • Assisting with Quarantine Inspections / Destructions / Seizures and Abandon shipments.
  • Rotations set up.
  • Training future Customer Service Staff.

Import related functions:

  • Processing of customer collections.
  • ULD documentation processing.
  • Completion of UCR.
  • Security compliance.
  • Ability to learn and use Hermes system.
  • Processing of empty ULD returns.
  • Ability to learn and understand ABF & DAFF regulations.
  • Personal Effect phone outs and ability to relay information for collection.
  • Processing of Interline Trucking requests and adhere to procedures.
  • Compliance to Airline requirements.
  • Processing of Domestic cargo transfers.
  • Processing of Pharma shipments and documentation compliance.

Export related functions:

  • Ability to learn and understand security compliance – EACE.
  • Processing of export cargo deliveries.
  • Compliance to Airline requirements & documentation.
  • ULD documentation processing.
  • Aceptance of dangerous goods.
  • Aceptance of Pharma shipments & documentation compliance.
  • RACA Compliance.
  • Data capturing of airwaybills in line with IATA regulations.
  • Hermes compliance and understanding.

Additional Duties:

  • Front counter customer service (imports).
  • Assisting front counter on busy days.
  • Completing Import VCT's.
  • Processing payments of invoices for non-account holders.
  • And other duties as required.
Required Skills and Qualifications:
  • Current WA Driver's License.
  • Previous experience in an Operational environment where SOP's were in place.
  • Intermediate computer skills.
  • Excellent communication skills – Verbal and Written.
  • High level of customer service skills.
  • Understands the importance of meeting Service Level Agreements (SLA's).
  • Excellent team player with a positive/can-do attitude.
  • Works in a Safe Manner at all times.
  • Reliable, trustworthy and has the ability to work independently.
What We Offer:
  • Estimated salary: $65,000-$80,000 per year depending on experience.
  • Opportunity to work for a Global company.
  • Great team environment.
  • Extensive training and support.
  • Australian/New Zealand citizenship or Australian Permanent Residency required.
  • Willingness to undertake a Pre-employment medical test and undergo an Australian Federal Police Security check.
  • Valid driver's license and basic-intermediate computer skills required.

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