Full job description

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.

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