Cargo Customer Services Supervisor

Operational Accountabilities

• Overall supervision on operational and administration activities for Customer Service — Import & Export.
• Initiates/and/or reviews procedures to ensure quality service both for internal and external customers. Establishes and maintains work standards for quality and quantity of work with an emphasis on good customer service and reduced complaints.
• Recommends desired changes requested by customers with proper justification in order to contribute continuously in improving QAS cargo service levels to better heights. Recommends improvements to work flow, internal procedures, or forms design and usage.
• Responsible to ensure that all staff members under the jurisdiction adhere to the company’s policies and procedures and implementation to meet favorable level of customer satisfaction and service quality excellence.
• Ensure Airline standard procedures are followed and implemented for compliance.
• Liaises with other departments in terms of service request or handling instruction from customers. Handles inquiries/ problems encountered by the QR/Other Airline Cargo Clients and liaise with the necessary relevant sub units of the cargo department and communicate clearly with clients of QR/Other Airline in terms of Operational Deficiencies
• Creates maximum awareness of QR/Other Airlines Cargo products and services to customers who requests such information. Provide management with any market intelligence on the strengths, weaknesses, threats and opportunities of QR/Other airlines with regards to services and Operations. Perform other department duties related to his/her position as directed by the Head of the Department

Qualifications

• High School Qualification with Minimum 3 year of job-related experience OR
• Bachelor’s Degree with 2 years job-related experience.
• Worked in Ground Handling/Air Cargo Operations or Warehousing.
• Familiar with acceptance of Dangerous Goods/Live Animals.
• Customer Service Experience.
• Command over spoken and written Arabic, a distinctive factor.
• Managerial skills – Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate’s skills. Ability to foster teamwork among team members.