Emirates Group

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

As Cargo Customer Service Agent you have 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.

In this role you will: 

• 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.

To be considered for this role, you should meet the below criteria: 

• High School with a Certificate (12 years of schooling)
• Experience of 2-4 years 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).
• Good communication in English Language both written and spoken
• Basic Safety Awareness Skills, planning and organizing skills, proficient negotiation skills, basic customer management skills
• Computer Literacy

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make. Be a part of our success story - if you want to join us, visit dnata.com/careers to apply.

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.