Coordinator - Cargo Customer Service

Main Objective

This role focuses on delivering an excellent customer service experience for flydubai Cargo within the UAE and surrounding regional markets. The incumbent serves as the primary liaison for bookings, quotations, and service inquiries, ensuring every shipment is processed accurately, swiftly, and with care from initial inquiry through to delivery.

Key Responsibilities

• Serve as the initial point of contact for customers, cargo agents, and freight forwarders by handling incoming calls, emails, and visits with a customer-first mindset, delivering timely and precise responses.
• Address questions regarding products and services, provide explanations about flydubai Cargo offerings and routing alternatives, and actively suggest value-adding services to customers.
• Support the sales team by managing the existing clientele effectively, identifying potential new business signals through daily communications, and collaborating with customers and departments to monitor available capacity.
• Handle flight bookings by creating, updating, confirming, and completing reservations while ensuring customers are kept informed at every step.
• Manage the resolution of queries and complaints by logging issues, facilitating service recovery, and ensuring closure to maintain customer trust and loyalty.
• Verify freight documents and shipment details for accuracy, guaranteeing a seamless transfer to operations and accounting teams.
• Assist with follow-ups on outstanding payments and documentation deficiencies by coordinating with finance to keep accounts current and shipments unimpeded.
• Provide proactive tracking updates and shipment status information to customers, including milestone confirmations, delivery proofs, and immediate alerts for any irregularities.
• Maintain the integrity and accuracy of the flydubai Cargo system data regarding bookings, customer profiles, and shipment statuses across the UAE and regional operations.
• Collaborate across departments including cargo, operations, ground handling, sales, and finance to ensure smooth shipment flow and rapid resolution of issues regionally.
• Coordinate inter-airline cooperation and alignment for UAE customer service by engaging with counterpart airlines on shared customers and service consistency.
• Record operational challenges, customer feedback, capacity insights, and upcoming market factors such as holidays and peaks.

Qualifications

• Bachelor's Degree (minimum 3 years) in Business Administration or equivalent professional qualification.
• Fluent English proficiency; additional languages are beneficial.
• Entry-level candidates with a fresh Bachelor’s degree or experience in the UAE Cargo sector are welcome.
• Familiarity with Business Intelligence tools is advantageous.
• 0 to 2 years of relevant experience.
• Valid UAE driving license required.

Competencies

• Strong focus on customer satisfaction.
• Ability to work collaboratively in teams.
• Effective communication skills.
• Personal responsibility and commitment to goal achievement.
• Flexibility and resilience demonstrated through a proactive "can-do" attitude.

Information Security Requirements

Adhere strictly to the company's Information Security policies, promptly report any weaknesses or incidents to management or the Information Security team, complete all mandatory security awareness sessions, and comply with security guidelines in daily operations.