SkyCargo Courier Express - Cargo Customer Service Officer The Emirates Group

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• Supervise the team by planning and organizing the deployment of resources to ensure that the highest standard of customer service is provided to our varied customers including freight forwarders, cargo agents, integrator's and shippers and ensure the efficient delivery of all cargo in line with the 'delivered as promised' framework.

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• Motivate and develop the members on the shift through coaching and on job training to achieve optimum productivity and high levels of customer satisfaction.

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• Educate the team in areas related to IATA regulations, domestic trade regulations, budgetary priorities and adherence to and improvement of internal customer delivery systems to ensure the team are knowledgeable in all areas.

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• Ensure that all activities pertaining to the acceptance of dangerous goods, live animals, human remains and other special cargo complies with relevant procedures and regulations.

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• Investigate customer complaints ensuring these are professionally managed and that adequate service recovery measures are taken to restore and maintain customer goodwill.

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• Participate in defining the business objectives that will contribute to the attainment of agreed revenue and expenditure objectives for the sale of cargo products and cargo handling services in the UAE.

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• Monitor performance against KPI's and prepare shift activity reports to highlight the achievements and disruptions. Where deficiencies occur, identify the root cause and recommend solutions.

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• Co-ordinate and communicate with external and internal customers and suppliers, together with regulatory authorities to deliver professional services and products which conform to policies, procedures and regulations to achieve service excellence.