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Customer Service Agent

• Job Title:

  Customer Service Agent

• Department:

  Freight Forwarding

• Jobe Type:

  Full-time

• Location:

  dnata logistics HQ, Ramool.

• Job Purpose

  To promote all products, services and solutions and provide customers with comprehensive information of dnata logistics services and requirements.

  Qualifications / experience / knowledge

  • Minimum Experience: Minimum 2 years of experience in Customer Service environment in air cargo or freight forwarding Industry.
  • Basic knowledge of system knowledge.
  • Well versed in Excel and other MS applications.
  • Excellent communication and organizational skills.
  • Abilities to include but not limited to - Decision making, problem solving, working under stress, time management, multi-tasking, customer centric, persuasiveness and assertiveness.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Teamwork
  • Initiative and Commitment to achieve.
  • Customer service Orientation
  • Willingness to work flexible hours and weekends, as needed.

  Required attributes & skills

  • Follows relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
  • Communicating with agents, suppliers, and airlines to coordinate shipment collection/delivery in a timely manner and to keep customers updated on shipment status.
  • Quickly and effectively responding to AOG (Aircraft on Ground) requests in accordance with contractual parameters with the client to ensure smooth operation.
  • Manage Ad hoc demands from agents, suppliers, and customers efficiently. Will be required to be available for a 24/7 shift pattern.
  • Maintain contact with all parties involved throughout the process to ensure that any required aircraft parts are arranged and shipped in accordance with contract and incoterm.
  • Negotiating rates and services with agents/airlines/shipping lines and providing quotes to customers/agents as needed.
  • Coordinates customer issues with various company functions (such as transportation, logistics, customs clearance, and finance).
  • Close collaboration with the customs clearance and transportation teams for shipment clearance, collection, and delivery.
  • Ensures that agents' and third-party invoices have been checked, approved, and paid by coordinating with accounts payable.
  • Ensure that the job folders are billed and closed on time.
  • Update the shipment milestones in the tracker in accordance with department standards.
  • Maintaining a positive, empathetic, and professional attitude toward customers always.

  Interested candidates should fill form or should submit their applications via email hr@freightworks.com