| Job Purpose | To provide exceptional standards of customer service and reservations, effectively and efficiently.
Handle and coordinate the day to day customer service and operational issues, using sound product knowledge, strong leadership skills and problem solving abilities in order to provide exceptional customer service to Etihad Crystal Cargo Customers.
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| Responsibilities |
- Monitor performance, coach and motivate staff to provide exceptional standards of customer service
- Prompt resolution of customer queries and complaints within specified turnaround times. Enhancement of existing customer’s business portfolio through effective customer service
- Manage day to day customer service issues and service recovery in accordance with corporate procedures
- Maintain professionalism with internal as well as external customers
- Maintain high level of relationship with Worldwide GSSA’s
- Effective business sourcing through telesales
- Asses staff to understand training needs in order to meet job requirements and impart ‘on the job training’ where required
- Responsible for ensuring the continuity of business In event of system breakdown
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| Requirements | Qualifications and Education:
Training:
Customer Service and Cargo Reservations oriented trainings
Cargo Skills and procedures
Flight planning and loading procedures
Aircraft types and ULD limitations
Good knowledge of customer Service, operations and Sales functions
Knowledge:
Knowledge of Airline Industry Practices
Flight Planning, loading & Management Skills
Strong Numerical / Analytical Skills
Oracle Systems, Microsoft Office Package and Knowledge in IT related functions
Cargo related systems
Sales and Market knowledge is an advantage
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