Cargo Customer Service Agent - Emiratisation

Job Purpose

dnata Airport Operations’ vast ground handling operations successfully service the major global hub that is Dubai International Airport. We deliver a seamless experience from check‑in to baggage delivery for more than 80 million passengers and 140 scheduled airlines annually.

As a Cargo Customer Service Agent you will provide existing and potential customers with consistent quality service, promoting and selling all products and services, including comprehensive sales/system support and information brokerage to customers regarding all product rates, details, bookings, connections, and regulations.

• Comply with all relevant safety, quality, and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
• Ensure safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction for the desired safety behaviours and leading with safety.
• Implement departmental policies, processes, procedures and provide instructions to the team on the day of operations.
• Implement day‑to‑day operations assigned and ensure compliance with the established standards and procedures.
• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices, cost reduction and productivity improvement.
• Attend to queries from customers on export or import of freight to ensure that all information is provided in a timely and accurate manner.
• Follow up on customer complaints by attending to them while recording them and initiating relevant action on functional and operational issues to ensure customer satisfaction and long‑term relationships using specific software programmes.
• Ensure staff are aware of changes such as new destinations, tariff, fuel surcharge, embargo restrictions and specific guidelines given to customers for shipments like AVI/HUMPER/DGR/VUN in order to disseminate accurate and prompt information.
• Support Cargo Customer Service Supervisor to compile statistics to generate the required sales/revenue reports, to be handed over to revenue accounts on a daily basis to ensure that correct rates are applied and payments are claimed from respective agents as well as service levels.
• Maintain Cargo Contact Centre database by obtaining correct and updated details of customers and updating the database application; updates all new information regarding embargos, restrictions and Agent/Airline contact details in Call Centre Rate System.
• Manage the Calogi Helpdesk mailbox and ensure timely correspondence to customers on queries/issues.
• Participate in commercial activities of dnata Cargo whenever required by the management.

• High School Certificate (12 years of schooling) and 2‑4 years of experience in a customer‑services‑oriented department of an airline or similar experience in a service industry.
• Proficient understanding of airlines’ customer service products (specific airport related requirements).
• Proficient IT and computer literacy.
• English language skills:
  Level 5.
• Basic safety awareness skills.
• Basic planning and organising skills.
• Proficient communication skills.
• Proficient negotiation skills.
• Basic customer management skills.

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people.

We want potential stars to help us deliver on the promises our customers make.

Join us in Dubai and enjoy an attractive tax‑free salary and travel benefits exclusive to our industry, including discounts on flights and hotel stays around the world. Find out what it’s like to live and work in our fast‑paced, cosmopolitan home city in the Dubai Lifestyle section of our website

• Role Level: Entry‑Level
• Work Type:
  Full‑Time
• Country:
  United Arab Emirates
• City:
  Dubai
• Company Website:
• Job Function:
  Others
• Company Industry: Airlines and Aviation