Customer Relations and Tracing Manager, dnata Cargo

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

As a Customer Relations and Tracing Manager, your role is to manage and improve dnata Cargo Customer Relations and Tracing activities to establish and improve the relationships with principals, cargo communities and customers

In this role, you will:

• Develop the division's plan to include customer complaints, surveys, service recovery and improvement to improve accuracy, processes and service levels in line with Cargo's overall objectives.
• Develop and continue to improve the `Customer Call Centre' to provide on-line support to the division's customers on all the services and queries.
• Develop and continue to enhance the division's initiatives in Quality Systems on customer complaints and surveys to establish and enhance the TQM culture in the division.
• Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions.
• Ensure compliance to all relevant safety policies, procedures and controls across the operation to maintain employee safety, legislative compliance and a responsible environmental attitude.
• Ensure safety of staff and that they possess the skills, knowledge and confidence to work safely by providing support and acting as role model for the desired safe behaviours.
• Ensure implementation of any changes and new recommendations on SLAs across dnata Cargo.
• Ensure that day of operation reports are prepared timely and accurately.
• Manage effective achievement of departmental objectives by setting individual objectives, managing performance, developing and motivating staff, provision of formal and informal feedback and appraisal, in order to maximise performance.
• Lead Cargo customer related systems and activities for tracing and processing claims for mishandling in line with ground handling agreements and company policies to meet customers' requirements.
• Follow up and review all complaints received from cargo agents and private companies and provides recommendations on how to improve the services provided.
• Manages claim escalations and ensures continuous communication with Senior Management to agree on recommendations to avoid repeat discrepancies which result in claims being levied on dnata Cargo
• Builds and maintains relationships with principals and Cargo Trade to understand their requirements, enhance the number of clients and achieve optimum satisfaction
• Reviews and analyses the results achieved to control the quality improvement offered to exceed service targets and work towards accommodating customer requirements/requests

To be considered for this role you must meet the following requirements:

• Bachelor Degree in Commerce, Business Management or Supply Chain management.
• 8-10 years of experience in ground handling / cargo operations / international integrator including at least 2 years' experience in a Customer Relationship Management
• Proficient knowledge in ground handling and dangerous goods acceptance, special load handling, Airline Cargo Tariff Air Transport Rules and Regulations
• Proficient knowledge in IATA regulations, airline policies and procedures.

You'll have an edge if you have:

• Proficient knowledge in Customer SLAs and policies (dnata, Emirates and dnata Cargo)
• Proficient Budget and Cost Control Skills
• Advanced IT and Computer Literacy
• Advanced Safety Awareness Skills

At dnata part of Emirates Group were committed to providing our employees with opportunities to grow and develop in their careers So if you're looking for a challenging and rewarding opportunity apply today and join our team.

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website -