Cargo Services Customer Relation Officer

Description

About the role

Monitor and control all activities appropriate to Cargo and Mail services unit within the Cargo Terminal on a shift basis to ensure reliable customer service delivery and on time performance is maintained at the highest level. Represents QAS Cargo Services Management round being the focal point for all activities and queries from customers..
    

Responsibilities

• Controls all Cargo Customer Services operation and ensure that the team achieves the targets and total customer satisfaction.
• Ensures that QAS Cargo provides total customer satisfaction with service quality excellence consistently. Establish a professional and cordial relationship with the internal and external customers to ensure credible and affective handling services.
• Ensure reliable customer service delivery and on time performance is maintained.
• Ensure that all processes and procedures are constantly reviewed and amended as necessary and that the team is fully conversant with current procedures in accordance with regulatory and business agreed procedures.
• Ensure all data and systems are used correctly and efficiently.
• Handle all escalated complaint, document and resolve positively.
• Ensure SLA’s are adhered to and ensure service delivery targets are exceeded constantly to ensure maximum customer satisfaction.
• Manage day to day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLA.
• Participate in regular, proactive reviews of operational processes, aimed at developing efficiencies that will support the growth of the business in terms of both revenue and client service delivery.
• Initiate awareness amongst staff members regarding company’s policies and procedures with regards to the safety and security measures.
• Plan and organize handling critical proceedings through liaisons with station Managers / Reps. – other airlines, Airport Authorities and internal departments permissible to secure prior arrangements to effectively deal with situations.
• Exercise independent judgment and make crucial decisions, particularly during manager absences.
• Provide overall supervision of the shift workflow, ensuring a smooth and efficient operation for all team members.
• Conduct periodic office inventory checks and maintain accurate, up-to-date inventory records.
• Plan and develop monthly staff rosters, accommodating training and leave requests in accordance with company policies. Approve or deny leave requests based on needs.
• Conduct daily team briefings and ensure all staff read and sign acknowledgment forms for new TOIs, WIs, SOPs, and MEMOs. Maintain proper archiving of these documents for audit purposes.
• Monitor staff performance daily and analyze key performance indicators (KPIs). Share results with the team and provide corrected KPI reports to all staff for improvement and knowledge sharing.
• Generate daily inventory lists of unnotified Air Waybills (AWBs) (DIA-HIA) from the previous day. Ensure all pending AWBs are promptly notified to the relevant staff for proper action.
• Ensure VIP, express, and special cargo receive meticulous handling in accordance with customer agreements. Send advance notification emails to the operations team at the beginning of each shift for these specific shipments.
• Manage customer queues effectively to minimize wait times and provide a positive customer experience.
• Oversee the timely and accurate completion of electronic document filing (E-DOCs).
• Gauge staff knowledge of assigned tasks through daily observation and questioning to ensure proper execution and performance.
• Ensure the staff member responsible for monitoring the Customs Monitored List possesses the necessary skills to track KPI data through the RCF List and using the correct sheets /screens
• Verify counter staff are familiar with document release procedures for consolidated shipments, and issuing Delivery Orders (DOs) for multiple arrival locations.
• Conduct daily visits and check-ins with the Documentation, Courier facility ,Live animals facility , Persiahble facility, and Customer Care
• Regularly assess staff knowledge by posing relevant technical questions to foster continuous learning and development.
• Perform other department duties related to his/her position as directed by the Head of the Department

Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. 
Join us as we dare to achieve what’s never been done before.
 

Qualification

About you

Essential 

• High School Qualification / Vocational Qualification /Diploma or Equivalent
• Minimum 4 years of job-related experience
• Overall experience in Air Cargo Operations / Freight Handling and warehousing of which should be under Supervisory level
• A proven track record of managing a team within a customer service environment

Preferred

• Valid Driving License

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. 
Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.