Manager – Cargo Customer Service – Muscat – Oman Air

Reference No AL-15-091

Job Title Manager – Cargo Customer Service.Cargo – Oman Air Section

Category Cargo – Commercial

Educational Qualifications Bachelor’s Degree in a related discipline preferably in service management with 08 years’ of relevant experience in Airline Cargo in which a minimum of 3 years is spent in a supervisory level.

Experience Required ,

Job Location Muscat
Job Description
Key responsibility will include ensuring punctuality and correct response to queries in all aspects of customer services. You will liaise with local authorities, ground handling agent at MCT both at cargo and ramp, and other sections to manage investigations and enquiries to support customer responses. Prepare, manage and act upon performance reports which will include deficiencies, incidents, and performance against key performance indicators and update cargo management while ensuring commercial interests are maintained and Oman Air cargo customer relationship is maintained as per expectations.
Assist Cargo Management to develop, plan and implement strategic support through customer process enhancements, innovation and simplicity in establishing a global cargo customer service strategy and measuring customer satisfaction.
Identification of Customer centric driven service delivery factors with focus on customer centric initiatives applied through the study of trends and Gap analysis and bridging the identified gaps existing between customer expectation and service delivery through improvement strategies and presenting such strategies to cargo management.
Create, manage and Analyse customer service data to identify and ensure KPI’s targets are met and improvement strategies implemented through action plans and effective communication. Create customer service processes aligning with service delivery process flows.
Develop, manage, implement and review of customer service KPI’s and compliances including cost savings, revenue generation and identification of customer centric opportunities enhancing customer experiences and customer retention.
Analysis of customer feedback data to look for trends and identification of customer requirements on new products and presenting such proposal to the sales teams and cargo management. Assist cargo management on the development of such identified products and enhancing customer experience.

Mentor, lead, train and guide the customer services teams to identify options of enhancing customer expectations against delivery standards by challenging operational processes which are not consistent in the provision of the expected service delivery standards.
Ensure network partners across all online and offline stations perform and provide consistent customer service performance and enhanced service standards by continually challenging work practices ensuring customer delight and to ensure Oman Air cargo is placed among the highest levels of customer principles.
Ensure all team members are in compliance with all IATA regulations (LAR, DGR, PCR, VAL, and VUL etc.), country laws and regulations which govern air cargo industry and all activities performed are in compliance to such requirements.

Closing Date 04-12-2016

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