Manager cargo resolution center

SPECIFIC 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 Resolution Center staff to ensure all relevant departmental tasks are completed within the agreed and defined timeframes.
• Responsible for consistent service delivery of Etihad Cargo Customer Service to its Global Partner 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 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.
• 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.
• Review and approve shifts and schedules to ensure smooth flow of operations.

EDUCATION & EXPERIENCE

• Minimum Diploma (2 years or more). Preferred Baccalaureate/ A-levels diploma or equivalent.
• Minimum of 7 years work experience.
• Atleast 5 years of experience within Airline and/or Cargo experience.
• Must be able to demonstrate a proven track record of success in customer contact/customer relation awareness working in a customer service environment for minimum 3-5 years.
• 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, and international trade.
• Understands the culture and values of the UAE.
• International exposure and market knowledge is an advantage.
• Knowledge of Etihad GCC business environment is preferred.
• Ideally knowledge of Booking Procedures and Pricing.
• Leadership skills, Team-management and planning. People-centred as an added advantage.
• Outstanding levels of written and oral communication skills in English. Fluent in Arabic language as an added advantage,
• Demonstrated emotional and social intelligence.
• Able to motivate colleagues and get things done within set time-frame.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over the years, we have grown into Etihad Aviation Group, a diversified global aviation and travel company, which is one of the world’s most acclaimed industry brands.