dnata -
Company: dnata –
WebSite: Dubai, United Arab Emirates
Job Description:**Job Purpose:**
dnata Airport Operations provides comprehensive ground handling services as a vital component of Dubai International Airport, a major global hub. We ensure a seamless passenger experience, from check-in to baggage delivery, for over 80 million passengers and 140 scheduled airlines annually.
As a Cargo Customer Service Agent, you will deliver consistent, high-quality service to current and prospective clients. This includes promoting and selling all products and services, providing comprehensive sales and system support, and offering information brokerage regarding rates, details, bookings, connections, and regulations.
**Key Responsibilities:**
* Adhere to all relevant safety, quality, and environmental management policies, procedures, and controls to maintain a safe and healthy work environment.
* Contribute to the safety of staff by providing support, direction on desired safety behaviours, and promoting a safety-conscious environment.
* Implement departmental policies, processes, and procedures, and provide operational guidance to the team on a daily basis.
* Execute assigned day-to-day operations, ensuring compliance with established standards and procedures.
* Identify opportunities for continuous improvement of systems, processes, practices, cost reduction, and productivity enhancement.
* Address customer inquiries regarding export and import freight, ensuring timely and accurate provision of information.
* Manage customer complaints by documenting and addressing them, and initiating relevant actions to resolve functional and operational issues, fostering customer satisfaction and long-term relationships through the use of specific software programs.
* Ensure staff awareness of changes, such as new destinations, tariffs, fuel surcharges, embargo restrictions, and specific shipping guidelines (e.g., AVI/HUM/DGR/VUN), to facilitate the dissemination of accurate and timely information.
* Support the Cargo Customer Service Supervisor in compiling statistics to generate required sales and revenue reports for daily submission to revenue accounts, ensuring accurate rate application and payment collection from respective agents.
* Maintain the Cargo Contact Centre database by obtaining and updating customer details annually in the database application.
* Update all new information regarding embargoes, restrictions, and Agent/Airline contact details in the Call Centre Rate System.
* Manage the Calogi Helpdesk mailbox, ensuring timely responses to customer inquiries and issues.
* Participate in commercial activities of dnata Cargo as required by management.
**Qualifications:**
To be considered for this role, candidates must meet the following criteria:
* High School diploma with a Certificate (12 years of schooling).
* Two to four years of experience in customer service within an airline or similar service industry.
* Proficient understanding of airlines’ customer service products, specifically 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.
**About dnata:**
Our ground services are essential to global air travel. As one of the world’s largest air services providers, we operate in over 80 countries, offering expertise in ground handling, cargo, travel, and flight catering. With a rapidly growing team of over 40,000 employees, we seek imaginative and creative individuals to help us fulfill our customers’ promises.
**Salary & Benefits:**
Join us in Dubai and benefit from an attractive tax-free salary and industry-exclusive travel perks, including discounts on flights and hotel stays worldwide. Discover the experience of living and working in our dynamic, cosmopolitan home city through the Dubai Lifestyle section of our website: www.emirates.com/careers.
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