CARGO CUSTOMER SERVICE AGENT

Job Purpose: ‎1. JOB PURPOSE To 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. ‎2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS
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 - 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. - Maintains Cargo Contact Centre database by obtaining correct and
updated details of customers and same to be updated in the database
application year. Updates all new information regarding embargos, restrictions
and Agent/Airline contact details in Call Centre Rate System. - Manage the
Calogi Helpdesk mailbox and ensure timely correspondence to customers on
queries / issues. - Participate in commercial activities of dnata Cargo
whenever required by the management.
Qualifications & Experience: ‎3. MINIMUM
QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS Experience : Logistics/Cargo. Air
Cargo Knowledge/Skills: - High School with a Certificate (‎12 years of
schooling) - ‎2-‎4 years of experience in customer services oriented department
of an airline or similar experience in a service Industry. - Proficient
understanding of airlines customer service product (specific 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 Other languages besides English: Safety Sensitive
Role: No Competencies Level Leadership Role: No