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 passenger 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 a comprehensive sales/system support and information brokerage service to customers with regards to all products rates, details, bookings, connections and regulations.

In this role, you will:

• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
• Ensures 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.
• Implements departmental policies, processes, procedures and provides instructions to the team on the day of operations.
• Implements day-to-day operations assigned and ensures compliance with the established standards and procedures.
• Contributes to the identification of opportunities for continuous improvement of systems, processes and practices, cost reduction and productivity improvement.
• Attends to queries from customers on export or import of freight to ensure that all information is provided in a timely and accurate manner.
• Follows up on customer complaints by attending to them and recording them and initiating relevant action on functional and operational issues to ensure customer satisfaction and long-term relationships using specific software programme.
• Ensures staff are aware about 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.
• Supports Cargo Customer Service Supervisor to compile statistics to generate the required reports on the sales/revenue which needs to be handed over to revenue accounts on a daily basis to ensure that correct rates are applied and payments ae claimed from respective agents as well as service levels.
• Maintains Cargo Contact Centre database by obtaining correct and updated details of customers and same to be updated in the database application year. 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.

To be considered for the role, you must meet the below requirements:

• High School with a Certificate (12 years of schooling) and 2-4 years of experience in customer services oriented department of an airline or similar experience in a service Industry.
• Proficient understanding of airlines’ customer service product (specific airport related requirements).
• Proficient IT and Computer Literacy.
• English Language
  
  Skills:
  
  Level 5.
• Basic Safety Awareness Skills.
• Basic Planning and Organizing 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 that are exclusive to our industry, including discounts on flights and hotels 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