Senior Cargo Customer Relations & Tracing Manager

dnata; Dubai; In loco; AED 300.000 - 540.000; Tempo pieno

Descrizione del lavoro

dnata Cargo is seeking a seasoned Customer Relations and Tracing Manager to lead the customer relations, tracing activities, and claims handling across its cargo operations. You will partner with principals, cargo communities, and customers to enhance service quality and compliance.

In this role, you will drive improvements in complaints handling, online support, and safety compliance while mentoring a team to deliver superior service aligned with dnata's standards and strategic goals.

Competenze

• Bachelor degree in Commerce, Business Management or Supply Chain management.
• 8-10 years in ground handling / cargo operations with 2+ years in CRM.
• Proficient knowledge in ground handling and dangerous goods acceptance and IATA rules.
• Familiarity with airline policies and procedures.

Mansioni

• Develop the division's plan for customer complaints, surveys, and service recovery.
• Maintain and improve the Customer Call Centre for online support.
• Enhance quality systems for customer feedback and surveys.
• Ensure safety briefs are conducted and promote safe behaviours.
• Ensure compliance with safety policies and environmental responsibilities.
• Lead tracing and processing claims for mishandling per policies.
• Review cargo complaints and provide improvement recommendations.
• Build relationships with principals and cargo trade to grow clients.
• Analyze results to improve quality and meet service targets.

Conoscenze

CRM experience

Stakeholder management

IT literacy

Safety awareness

Formazione

Bachelor's degree in Commerce

Bachelor's degree in Supply Chain Management

Descrizione del lavoro

dnata Cargo is seeking a seasoned Customer Relations and Tracing Manager to lead the customer relations, tracing activities, and claims handling across its cargo operations. You will partner with principals, cargo communities, and customers to enhance service quality and compliance.

In this role, you will drive improvements in complaints handling, online support, and safety compliance while mentoring a team to deliver superior service aligned with dnata's standards and strategic goals.