Cargo Customer Services Supervisor Dnata

Job Purpose

dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

As a Cargo Customer Services Supervisor, you will supervise the call centre/ customer service activities including the analysis of feedback, recommending process changes to ensure service quality excellence and timely dissemination of information to achieve optimum revenues and promote growth within the department.

Deploy

• Plans staff and prepares rosters to ensure that appropriate resources are in place to accommodate the planned workload, training and leave requirements to ensure optimum utilisation of resources is achieved
  
  

Lead

• Organises and supervises the work of a small team of direct reports to ensure that work is completed efficiently and in compliance with procedures
• Meets with staff to update them regularly about changes in the systems (new destinations, tariff, fuel surcharge, embargo, restrictions, etc?
  
  

Execute

• 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
• Builds and maintains relationships with internal and external customers to contribute in providing customer service, product quality excellence and growth.
• Works with Sales Manager/ Terminal Services Controller ? Cargo to analyse market & product problems, detect training deficiencies and provide recommendations on product enhancement
• Reviews and evaluates the rate to meet the production and service objectives against the agreed parameters / benchmarks to ensure that the required recommendation around quality and production improvement is provided.
• Ensures the Inventory/ Database/ Call Centre Rates system is accurately updated by the Cargo Assistant (CA)/ Senior Cargo Assistant (SA). Ensures dnata cargo/ Calogi Daily/ Weekly/ Monthly/ Yearly reports are checked & forwarded to the Higher Management with accurate information.
• Coordinates the interface with Calogi customers and terminal operations staff to ensure timely response of services maintaining high level of customer satisfaction.
• Ensures that the mailboxes ? Complaints, Compliments & Customer Relations are acknowledged in timely manner by the team and takes corrective action against any deviation from the standard practice.
• Follows up on critical customer complaints by attending to them and initiating relevant action on functional and operational issues to ensure customer satisfaction and long term relationships is maintained.
• Conduct Weekly meetings with the Calogi Support team to discuss the issues/ discrepancies for the week and the appropriate action taken to maintain the Quality standards.
  
  

Qualification

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

Experience

• Logistics/Cargo.Air Cargo
  
  

Qualification

• High School with certificate 12 years of schooling
• 4 to 6 years of experience in Air Cargo Operations
• Proficient knowledge of IATA rules regulations procedures
• Cargo Tariff Proficient knowledge of import and export rules and regulations
• Proficient Data Collection and Analysis Skills Proficient IT and Computer Literacy Skills
• English Language Skills
• Proficient Communication Skills
• Proficient Negotiation Skills
• Proficient Professional Writing Skills
• Proficient Safety Awareness 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. Be a part of our success story - if you want to join us, visit dnata.com/careers to apply.

Salary & benefits

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. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

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