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Job Description

Job Title:  Customer Service Supervisor, PNG.
Company Name:  Carpen
ters Air Logistics & Carpenters Shipping Agency
Department:  Customer Service/Logistics
Location:  Port Moresby
Reports to:  Regional General Manager


General Purpose

The Customer Service Manager will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.


Supervisory Responsibilities:

  • Hires entry-level customer service employees.

  • Trains new employees in the company’s customer service policies, procedures, and best practices.

  • Organizes and oversees the schedules and work of assigned staff.

  • Conducts performance evaluations that are timely and constructive.

  • Handles discipline and termination of employees as needed and in accordance with company policy.



CAL Duties/Responsibilities:

  • Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.

  • Monitors or reviews calls or other correspondence between representatives and customers.

  • Ensures that representatives are informed about changes to company products and services.

  • Collects data and prepares reports on customer complaints and inquiries.

  • Prepares monthly reports summarizing the assigned customer service teams’ performance.

  • Prepares knowledge-based documents such as summaries and responses to frequently asked questions.

  • Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.

  • Assists with budget preparation for the Customer Service department.

  • Performs other related duties as assigned.

  • Travel to CAL branches when required

  • Customer visits when required.


CSA Duties/Responsibilities:

  • Building and maintaining working relationships at multiple levels with a broad range of clients.

  • Assist with the request of CSA to create and exploit opportunities for increasing the level and profitability of cargo carried and other business opportunities for CSA.

  • Initiating and attending sales appointments including cold visits

  • Actively introducing new clients to the company

  • Any other functions as directed by the GM or Directors.


Required Skills/Abilities:


  • Excellent management and supervisory skills.

  • Excellent verbal and written communication skills.

  • Extensive knowledge of customer service procedures and principles.

  • Organized with attention to detail.

  • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

  • Ability to coach and mentor customer service representatives.

  • Proficient in Microsoft Office Suite or related software.


Education and Experience:

  • Relevant qualification in the required role

  • At least three years of customer service experience required.

  • Previous experience in a supervisory role preferred.


Working Conditions

  • Will usually work a standard 44-hours per week.

  • May work evenings or weekends to meet deadlines.

  • Will have a high level of social contact.

  • Travel to CAL branches when required

  • Customer visits when required.

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