Cargo Customer Services Supervisor

Full job description

Job Purpose: 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 a Cargo Customer Services Supervisor (Dnata), you will supervise the call center/ customer service activities including the analysis of feedback, recommending process changes to ensure service quality excellence and timely dissemination of information to achieve optimum revenues and promote growth within the department.

In this role, you will:

Deploy

- Plans staff and prepares rosters to ensure that appropriate resources are in place to accommodate the planned workload, training and leave requirements to ensure optimum utilisation of resources is achieved

Lead

- Organises and supervises the work of a small team of direct reports to ensure that work is completed efficiently and in compliance with procedures

- Meets with staff to update them regularly about changes in the systems (new destinations, tariff, fuel surcharge, embargo, restrictions, etc?

Execute

- 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

- Builds and maintains relationships with internal and external customers to contribute in providing customer service, product quality excellence and growth.

- Works with Sales Manager/ Terminal Services Controller ? Cargo to analyse market & product problems, detect training deficiencies and provide recommendations on product enhancement

Industries:Airlines/Aviation

Function: Others