About the job
Dnata is one of the world’s largest air services providers offering ground handling, cargo, travel, and flight catering services across five continents. We operate in 38 countries and 136 airports globally.
Cargo Customer Service Agent will be responsible in providing 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.
In this role, you will:
Implement day-to-day operations assigned and ensures compliance with the established standards and procedures.
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
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.
Desired Skills and Experience
To be considered for the role, you must meet the below requirements:
High School with a certificate
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).
English Language Skills Level 5