Job Summary: The Senior Cargo Agent will carry out a wide range of activities in Customer Services section in compliance to the company standards, matrix, rules, airport and government mandated regulations to ensure all tasks are completed in a safe and timely manner providing a high standard of customer service.
Key Duties and Responsibilities:
Policies and procedures: Follow all relevant policies, processes and procedures so that work is carried out in a controlled and consistent manner
Day-to-Day Operations: Follow the day-to-day operations related to own jobs to ensure continuity of work. Work is reviewed at several steps along the way for accuracy.
Safety, Quality & Environment: Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environment
Timely perform aircraft loading and unloading operations to ensure alignment with planned scheduling and compliance with regulations, safety procedures and working instructions
The Etihad Airways Senior Cargo Agent will also collect, track dispatch and load a wide range of goods into flights to ensure the correct delivery of items in line with efficiency standards and internal procedures
Unload, verify and deliver a wide range of goods across airport terminals to ensure timely, efficient and accurate delivery and recording of items
Perform a wide range of recurring activities by operating airport equipment to provide support to all operations
Identify and highlight equipment defects to ensure timely and accurate maintenance in line with safety standards
Perform extraordinary loading operations (e.g. Dangerous Goods loading), to ensure execution is done according to safety procedures and working instructions
Complete and deliver a wide range of technical documentation (e.g. Load sheet, Loading Instruction Report, Vehicle Passengers List) to ensure compliance with regulations and policies
Perform a wide range of pre-flight aircraft operations (e.g. de-icing )by leveraging on technical equipment to minimize delay risks and ensure flight safety
Perform immediate turnaround activities (e.g. cargo offloading) to minimize delay and support achievement of efficiency targets
Drive and operate technical equipment (e.g. baggage tractors, conveyor belts, etc) to ensure timely execution of operations incompliance with safety regulations and internal policies and procedures
Regularly monitor equipment functioning to ensure defects are timely identified
The Etihad Airways Senior Cargo Agent will also dispatch baggage / cargo / mail correspondence to flights to ensure timely and proper delivery of items
Support airport operations by maneuvering a wide range of equipment to provide full assistance in compliance with safety regulations
Perform special transport operations (e.g. dangerous goods movements) to ensure compliance with safety and internal policies
Respond to the day to day e-mail/communication and provide continuous monitoring and consistent follow up on issues until desired results are achieved.
Send post flight messages such as FFM, Pre-alert and Irregularities to destination, origin and airlines in compliance to the published matrix.
Maintain an updated record of customer feedback and complaints to ensure compliance to IATA and ISAGO standards.
Maintain an accurate and updated station and customer email addresses to be used in all types of communications.
Send on hand cargo notification to airlines for planning purposes.
Send and coordinate security related messages such as on hold shipments and screening requirements.
Make amendments on the original Airwaybill as requested by airline or customer.
Attend and assist walk-in customers, answer telephone calls to ensure efficient customer service is provided.
Write Customer Services Bulletins (CSB) to be published and shared with all customers
Maintain a tracker and monitor old undelivered cargoes and coordinate with consignee and airlines until the issue is resolved.
Carry out tasks as directed by the Customer Services Duty Officer.
Supervise a team of cargo agents.
Qualifications, Skills and Experience:
The Etihad Airways Senior Cargo Agent must hold a High School Certification
UAE Driving license and relevant licenses specific to vehicles according to UAE regulations are required, ADP and ADAS Specific Equipment Licenses are preferred.
At least three years of experience in relevant field
Etihad Airways is an award winning, global aviation group and the national carrier of the United Arab Emirates (UAE). Our goal is to be a truly 21st century global airline, challenging and changing the established conventions of airline hospitality. Etihad Airways began operations in 2003, and in 2015 carried 17.4 million passengers. From its Abu Dhabi base, Etihad Airways flies to or has announced plans to serve 116 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and the Americas. The airline has a fleet of around 120 Airbus and Boeing aircraft, with approximately 200 aircraft on firm order, including 66 Boeing 787s, 25 Boeing 777Xs, 62 Airbus A350s and five Airbus A380s.