Lufthansa sets up Import Service Centre

In a move designed to speed up response times to customer queries, Lufthansa Cargo will launch a new Import Service Centre in Cape Town on August 2. A staff of 10 will operate the new centre, dealing initially with imports only and offering information on tracking and tracing, import charges, storage fees and other import-related issues. “The launch of the facility is an important part of our initiative to improve customer service and was driven mainly by the significant rise in volumes that we have seen recently,” handling and marketing manager for Africa, Jo Wanyoike, told FTW. Two years ago Lufthansa expanded its cargo facilities, which resulted in more business – and that’s the primary reason for this growth, he said. “We are currently handling three airlines, with close to 8 500 airwaybills in total – both import and export,” said Wanyoike. “As a result the number of enquiries from customers has also increased significantly and can now be dealt with even more efficiently in the dedicated call centre.” The Lufthansa Group currently operates two related call centres in Cape Town, which is why the new cargo venture will also be based in the same location. The facility will operate from Monday to Friday from 08:00 to 18:00. In addition, the Johannesburg handling team will answer all urgent enquiries on Saturdays from 08:00 to 14:00 and on Sundays from 08:00 to 17:00. “The call centre team is currently being trained and will be in Johannesburg for onsite training and shadowing before the facility goes live.” said regional financial controller for Africa, Robyn Gering. In addition to regular cargo tracking, which is also available via the internet, the new call centre will provide specific information which cannot be found online. “We are keen to give incentives to our customers for using the internet even more – for example moving towards an increased number of internet bookings – but at present we find that the majority prefer the personal contact with our sales staff,” added Wanyoike. “While we are further developing the internet usage, the call centre will provide the personal contact that some of our customers demand,” he added. Once the import calls are running smoothly via the call centre, the airline will look at extending the facility to deal with enquiries from countries other than South Africa.