Job Description

Synopsis

To represent and deliver high quality service to members of the Etihad Guest programme by efficiently processing all member cards fulfilment/enrollments in a timely and professional, member-focused manner.

Accountabilities

• Manage all incoming customer communications through shared mailboxes, phone calls, and systems related to cargo bookings, shipment status, documentation, etc.
• Coordinate daily cargo operations, including Sales, Accountants, Operations, Ground Handling Agents, Freight Forwarders to ensure agreed service levels and operational KPIs are achieved.
• Monitor cargo bookings and daily loading plan, provide proactive shipment updates, and resolve service issues, delays, discrepancies, and customer complaints in a professional and timely manner.
• Process customer requests related to cargo reservations, shipment amendments, air waybill inquiries, tracking requests, claims, and special handling requirements while ensuring compliance with company policies and regulatory requirements.
• Maintain accurate shipment records and customer’s performance to support business decisions.
• Coordinate with Finance and relevant departments regarding invoice queries, billing discrepancies and payment-related matters.
• Support sales and commercial activities by identifying customer requirements and contributing to revenue growth opportunities.
• Ensure all activities are conducted in accordance with safety, security, customs, and regulatory requirements governing air cargo operations.

Qualifications

• Minimum of Diploma on Business Administration, Logistics, Supply Chain Management or relevant field
• Minimum 2 years of experience in Customer Service, Cargo Operations, Logistics, Freight Forwarding, or Airline Cargo Services.
• Intermediate in MS Office especially Excel