| Department: | Cargo Sales | | Location: | Abu Dhabi | | Expiry Date: | 01/04/2010 |
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| Description: |
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| Receive and handle Cargo customer bookings and various other queries via email or phone and provide a first call solution ensuring compliance with set standards and procedures in order to optimize customer satisfaction and achieve revenue target Key responsibilities include: •Keep up to date on EY Cargo products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills •Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes •Support implementation of new Cargo products to ensure successful product launch •Differentiate one time customer and EY guests from Cargo Consolidators and regular agents and give them detailed guidance about cargo procedures and regulations •Ensures correct pricing has been applied to each booking and attaches adequate evidence for any special or ADHOC pricing to booking to comply with audit •Informs customers through their preferred communication channels about any changes to their booking and provides sufficient explanation on the reasons for change |
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| Qualifications: |
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| Education to at least secondary level is required, preferably with Basic Cargo and IATA Special Cargo training |
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| Experience: |
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Post holder must have at least 1-2 years customer service experience, ideally at least 1 year of which in an airline cargo environment Training & Knowledge: Training in Cargo Spot IATA Cargo specific trainings Aircraft types and specifications ULD types Knowledge of contact centre operations Excellent verbal/written communication skills Fluent in English and/or Arabic and other additional languages an advantage High computer literacy
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