Customer service agent

On a shift basis, manage and complete tasks set within a defined timeframe within the area of Cargo Customer Service in accordance with set KPI’s, safety and brand values i.e. customer phone calls and email inquiries, management of landing permits and transit applications and UAE bookings and reservations. Ensure safe, secure and on time delivery of all high profile shipments on flights and key routes.

Date 5/30/2019
Valid through 7/12/2019
Job location Job location
Industry Industry
Employment type Full time position
Work hours Flexibility in working hours
Experience requirements
  • General school leaving certificate of secondary education or equivalent
  • Previous experience in a cargo booking office and operational knowledge are necessary
  • Being self-motivated and a good team spirit
  • Able to work in stressful situations and tight time constraints
  • Excellent organizational skills
  • Communicate effectively and assertively and interpersonal skills
  • Fluency in written and spoken English, other languages are a distinct advantage
  • Strong interpersonal skills to effectively interact with Internal and External Customers
  • Proficient in MS Office applications (Word, Excel, Powerpoint and Outlook)
Relevant occupation
  • Policies and procedures: follow all relevant policies, processes and procedures so that work is carried out in a controlled and consistent manner
  • Day-to-day operations: implement the day-to-day standard operations assigned to ensure compliance with the established standards and procedures. Refer to supervisor for complex tasks which may require exceptions to procedures
  • Safety, quality and environment: comply with all relevant safety, security, quality, healthy and environmental procedures to ensure a healthy and safe work environment
Responsibilities
  • Answer customer phone and email inquiries within the set KPI’s, handles walk-in customers in an efficient and courteous manner
  • Handles inbound and outbound inquiries from external and internal customers within set operational guidelines (restrictions, dimensions, pre-flight and post-flight inquiries) and time-frames
  • Executions of Security Landing + Transit Applications. Liasons with Abu Dhabi Police and other local authorities as a result of shipments failure
  • Proactively highlights and prevents risks leading to shipment delays of customer dissatisfaction by timely escalation across the organization. Able to capture and report conflicting requirements from all business stakeholders
  • Follow-up communication with internal and external stakeholders to ensure uninterrupted process flow and customer satisfaction
  • To support the cargo Customer Service Supervisor to deliver departmental and corporate targets and goals
  • Liaise with operations and local cargo Handling Company to ensure smooth end to end handling of shipments

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