Apr 19, 2018

Manager Customer Service (Cargo) Job Placement - Etihad Airways

  • Etihad Airways
  • Abu Dhabi - United Arab Emirates
Full time Customer Service and Call Center Jobs Management and Executive Jobs Aviation, Transportation & Logistics

Job Description

Job Title:  Manager Customer Service (Cargo)

Company Name: Etihad Airways

Location: Abu Dhabi, United Arab Emirates (UAE)


Job Summary: The Manager Customer Service (Cargo) will lead and direct a 24/7 Cargo Customer Service team with focus on Premium Elite partners, escalation desk and Etihad Cargo tracing activities for enhanced customer experience and more sophisticated resolution of service failures. The role will operate within a pressured environment with reduced lead times & often working out of office hours.


Key Duties and Responsibilities: 

  • Implement and manage plans, policies and procedures to deliver best in class customer experience according to overall vision and mission in an efficient and cost effective manner
  • Accountability for monitoring of all defined KPI’s within Customer Service and addressing any identified issues to implement corrective action after identifying root cause
  • Develop, guide, coach and provide formal / informal feedback to Cargo Customer Service staff to ensure all relevant departmental tasks are completed within the agreed and defined timeframes, while acting according to high quality standards and internal procedures
  • Responsible for consistent service delivery of Etihad Cargo Customer Service to its Partner Elite portfolio of customers in accordance with set KPI’s, safety standards and Etihad’s brand values
  • Manage escalation desk for high profile customers such as the crown prince’s office etc. and VIP shipments being the single point of contact, to manage complaints and feedback from customers, from receipt to resolution
  • Manage all Cargo tracing activities across HUB and Network as well as permit applications, documentation requirements associated with special products and cargo equipment
  • Proactively management via highlighting and preventing risks leading to shipment delays or customer dissatisfaction by timely escalation across the organization. Provision of reporting on the back of conflicting requirements from all business stakeholders
  • Subject matter expertise for the Airline booking and handling requirements for products
  • Responsible for initial investigation into reported safety and/or security incidents
  • Establish and manage a sound working professional relationship with all internal and external stakeholders i.e. Service Providers, Ramp Handlers, GSAs, commercial teams to timely solve any issues and minimize impacts on customers and impact on operational KPIs such as FAB, Cargo IQ and On-Time performance
  • Lead and establish best practices to ensure all flights are maximized to their capacity and conduct review of processes and procedures for improvement of service delivery such as reduction in UTLs, operational discrepancies and offloads
  • Review and approve shifts and schedules to ensure smooth flow of operations


Qualifications, Skills and Experience:

  • Minimum Diploma (2 years or more)
  • Preferred Baccalaureate/ A-levels diploma or equivalent
  • Seven years of work experience
  • Airline & Cargo experience is an added advantage
  • Must be able to demonstrate a sound knowledge of air cargo industry, with a proven track record of success in cargo operations and customer contact/customer relation awareness. Working in customer service environment for minimum 3-5 years and Cargo logistics for 3-5 years being an advantage


Training & Knowledge

  • Customer service attitude and global cultural-awareness
  • Understands the needs and requirements of a large multicultural work group in an airline or dynamic business environment – shipping, service delivery, international trade
  • Understands the culture and values of the UAE
  • International exposure and market knowledge is an advantage
  • Overall knowledge of Cargo and Logistics Industry
  • Knowledge of Etihad GCC business environment is preferred
  • IT Skills on “experienced user” level
  • Ideally knowledge of Booking Procedures and Pricing
  • Team-management and planning
  • Leadership skills
  • Reporting
  • Outstanding levels of written and oral communication skills in English
  • Demonstrated emotional and social intelligence
  • Able to motivate colleagues and get things done within set time-frame

Apply Now