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Cargo Customer Service Officer

2 months ago

Dubai, United Arab Emirates The Emirates Group Full time

Job Purpose: Emirates SkyCargo is a world-class air cargo carrier, with a vast network of destinations, cutting edge facilities, and a focus on innovation, efficiency and sustainability. As a Cargo Customer Service Officer, you will supervise customer facing operations and deployment of resources at the import and export counter, express counter and acceptance/delivery dock to ensure that the departments objectives are fulfilled, 'whilst meeting the requirements of customers in line with our 'delivered as promised strategy. In this role, you will: - Supervise the team and plan and organise the deployment of resources to ensure that the highest standard of customer service is provided to our varied customers including freight forwarders, cargo agents, integrators and shippers and ensure the efficient delivery of all cargo in line with the 'delivered as promised' framework. - Motivate and develop the members on the shift through coaching and on job training to achieve optimum productivity and high levels of customer satisfaction. - Educate the team in areas related to IATA regulations, domestic trade regulations, budgetary priorities and adherence to and improvement of internal customer delivery systems to ensure the team are knowledgeable in all areas. - Ensure that all activities pertaining to the acceptance of dangerous goods, live animals, human remains and other special cargo complies with relevant procedures and regulations. - Investigate customer complaints ensuring these are professionally managed and that adequate service recovery measures are taken to restore and maintain customer goodwill. - Participate in defining the business objectives that will contribute to the attainment of agreed revenue and expenditure objectives for the sale of cargo products and cargo handling services in the UAE. - Monitor performance against KPI's and prepare shift activity reports to highlight the achievements and disruptions. Where deficiencies occur identify the root cause and recommend solutions. - Co-ordinate and communicate with external and internal customers and suppliers, together with regulatory authorities to deliver professional services and products which conform to policies, procedures and regulations to achieve service excellence
Qualifications & Experience: To be considered for the role, you must meet the below requirements: - 12 Years schooling or equivalent - Experience in airfreight and cargo handling with at least 3 years in a supervisory position with experience of leading a team - Knowledge of cargo tariffs, IATA regulations, SkyCargo systems, policies and procedures, import and export rules and regulations. - Trained in advanced cargo acceptance handling, advanced cargo tariff, dangerous goods acceptance, special load handling. - Effective communication skills (written and oral)

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