Cargo Customer Services Agent

Job description / Role

General Job Purpose Brief
• Handles Import and transit documentation. Notifies consignee of the arrival of freight and collects payment for handling charges. Accepts cargo based on IATA regulations. Attend on queries and email correspondence on timely manner, which requires special handling and approval. Ensure to provide a total customer satisfaction with service quality excellence.

Work Duties
• Responsible for handling email communications, reports and feedback effectively, knowledge in cargo operations and customer service requirements, working practices and other related procedures.
• Liaises with other departments in terms of service request or handling instruction from customers.
• Performing day-to-day operational assigned tasks.
• Promote positive working relationships and focus to understand the message and communication prior to responding.
• Prepares storage charges assessment.
• Assist the Senior Customer Service Agent.
• Handle and resolve customer complaints/inquiries via email or phone in a timely and accurate manner.
• Maintain a database of customers, communication and documents.
• Ensure KPI are met and OAL SOP is followed.
• Perform other duties related to the job as assigned by the Duty officer or Manager.
• Communicates through email & telephone to all concerned Airline, Origin Station, Brokers/Agent and Department.
• Evaluates all the supporting documents related to Incoming DG& AVI and Export acceptance.
• Physical check of each shipment to ensure compliance with IATA/Carrier regulations such as weight/dimension/packing/marking/no. of pieces/nature of goods.
• Conduct document check to ensure compliance with IATA/Carrier regulations.
• AWB issuance for walk-in customers.
• Prepares notices for all incoming cargo and IRP for the uncollected shipments.
• Coordinates all undelivered or discrepancy to the concerned Airline/Origin station.
• Monitors E-mail and see to it that all their inquiries and questions are being answered at the least possible time.

Requirements

Minimum Educational Qualifications
Without a Degree
• High School Qualification (e.g. O level, Year 10, min compulsory education) Essential
• Excellent in both spoken and written English Language.
• Command over spoken and written Arabic, a distinctive factor.
• Computer literate

Preferred
• Worked in Ground Handling/Air Cargo Operations/Warehousing
• Familiar with acceptance of Dangerous Goods/Live Animals
• Customer Service Experience

Required Work Knowledge and Skills
Essential:
• Team player
• Interpersonal expertise to all levels.

About the Company

ACCIONA is one of Spain's principal business groups and a leader in the fields of infrastructure development and management, renewable energy, water and services.

With a century of history, and more than 30,000 professionals, it operates in over 30 countries on the five continents. ACCIONA is included in Spain\'s blue-chip Ibex 35 index and is a core stock in the market (see Financial Information).

ACCIONA's positioning as a pioneer in development and sustainability expresses its capacity to respond to the challenge of attaining sustainable development through all its areas of activity. One of its specific commitments is to steadily reduce its carbon footprint and lead the transition to a low-carbon economy. ACCIONA\'s activities and businesses avoid millions of metric tons of emissions every year (see Emissions Meter). The Sustainability Master Plan develops the Company's sustainability strategy.