Cargo Customer Services Supervisor (Dnata)

Job description / Role

Employment: Full Time

About dnata

dnata is one of the world's largest air and travel services providers, offering ground handling, cargo, travel, and catering and 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.

Role overview

As a Cargo Customer Services Supervisor (dnata), you will supervise the call center and 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.

In this role, you will:

• Deploy
• Plan staff and prepare 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
• Organise and supervise the work of a small team of direct reports to ensure that work is completed efficiently and in compliance with procedures.
• Meet with staff to update them regularly about changes in the systems (new destinations, tariff, fuel surcharge, embargo, restrictions, etc.).
• Execute
• Comply with all relevant safety, quality, and environmental management policies, procedures, and controls to ensure a healthy and safe work environment.
• Ensure safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support and direction for the desired safety behaviours and leading with safety.
• Implement departmental policies, processes, procedures, and provide instructions to the team on the day of operations.
• Implement day-to-day operations assigned and ensure compliance with the established standards and procedures.
• Contribute to the identification of opportunities for continuous improvement of systems, processes, and practices, cost reduction, and productivity improvement.
• Build and maintain relationships with internal and external customers to contribute to providing customer service, product quality excellence, and growth.
• Work with Sales Manager and Terminal Services Controller – Cargo to analyse market and product problems, detect training deficiencies, and provide recommendations on product enhancement.
• Review and evaluate the rate to meet the production and service objectives against the agreed parameters and benchmarks to ensure that the required recommendations around quality and production improvement are provided.
• Ensure the Inventory, Database, and Call Centre Rates system is accurately updated by the Cargo Assistant and Senior Cargo Assistant. Ensure dnata cargo, Calogi daily, weekly, monthly, and yearly reports are checked and forwarded to higher management with accurate information.
• Coordinate the interface with Calogi customers and terminal operations staff to ensure timely response of services maintaining a high level of customer satisfaction.
• Ensure that the mailboxes for complaints, compliments, and customer relations are acknowledged in a timely manner by the team and take corrective action against any deviation from the standard practice.
• Follow 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 are maintained.
• Conduct weekly meetings with the Calogi support team to discuss the issues and discrepancies for the week and the appropriate action taken to maintain the quality standards.

Qualifications and experience

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

• Logistics or cargo, air cargo experience.
• High school certificate (12 years of schooling).
• 4 to 6 years of experience in air cargo operations.
• Proficient knowledge of IATA rules, regulations, procedures, and 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.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.

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