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:
- 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
- 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?
- 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
- Reviews and evaluates the rate to meet the production and service objectives against the agreed parameters / benchmarks to ensure that the required recommendation around quality and production improvement is provided.
- Ensures the Inventory/ Database/ Call Centre Rates system is accurately updated by the Cargo Assistant (CA)/ Senior Cargo Assistant (SA). Ensures dnata cargo/ Calogi Daily/ Weekly/ Monthly/ Yearly reports are checked & forwarded to the Higher Management with accurate information.
- Coordinates the interface with Calogi customers and terminal operations staff to ensure timely response of services maintaining high level of customer satisfaction.
- Ensures that the mailboxes Complaints, Compliments & Customer Relations are acknowledged in timely manner by the team and takes corrective action against any deviation from the standard practice.
- Follows up on critical customer complaints by attending to them and initiating relevant action on functional and operational issues to ensure customer satisfaction and long-term relationships is maintained.
- Conduct Weekly meetings with the Calogi Support team to discuss the issues/ discrepancies for the week and the appropriate action taken to maintain the Quality standards.
