Customer Service Job Etihad Airways Cargo Logistics-Dubai

Manager Customer Service (Cargo)

Location: United Arab Emirates

The sucessful candidate will Lead and direct a 24/7 Cargo Customer Service team with focus on Premium Elite partners, escalation desk and Etihad Cargo tracing activities for enhanced customer experience and more sophisticated resolution of service failures.

The role will operate within a pressured enviroment with reduced lead times & often working out of office hours.


Implement and manage plans, policies and procedures to deliver best in class customer experience according to overall vision and mission in an efficient and cost effective manner
Accountability for monitoring of all defined KPI’s within Customer Service and addressing any identified issues to implement corrective action after identifying root cause
Develop, guide, coach and provide formal / informal feedback to Cargo Customer Service staff to ensure all relevant departmental tasks are completed within the agreed and defined timeframes, while acting according to high quality standards and internal procedures
Responsible for consistent service delivery of Etihad Cargo Customer Service to its Partner Elite portfolio of customers in accordance with set KPI’s, safety standards and Etihad’s brand values
Manage escalation desk for high profile customers such as the crown prince’s office etc. and VIP shipments being the single point of contact, to manage complaints and feedback from customers, from receipt to resolution
Manage all Cargo tracing activities across HUB and Network as well as permit applications, documentation requirements associated with special products and cargo equipment
Proactively management via highlighting and preventing risks leading to shipment delays or customer dissatisfaction by timely escalation across the organization. Provision of reporting on the back of conflicting requirements from all business stakeholders
Subject matter expertise for the Airline booking and handling requirements for products
Responsible for initial investigation into reported safety and/or security incidents
Establish and manage a sound working professional relationship with all internal and external stakeholders i.e. Service Providers, Ramp Handlers, GSAs, commercial teams to timely solve any issues and minimize impacts on customers and impact on operational KPIs such as FAB, Cargo IQ and On-Time performance
Lead and establish best practices to ensure all flights are maximized to their capacity and conduct review of processes and procedures for improvement of service delivery such as reduction in UTLs, operational discrepancies and offloads
Review and approve shifts and schedules to ensure smooth flow of operations


Minimum Diploma (2 years or more)
Preferred Baccalaureate/ A-levels diploma or equivalent
Minimum of 7 years work experience
Airline & Cargo experience is an added advantage
Must be able to demonstrate a sound knowledge of air cargo industry, with a proven track record of success in cargo operations and customer contact/customer relation awareness. Working in customer service environment for minimum 3-5 years and Cargo logistics for 3-5 years being an advantage


Customer service attitude and global cultural-awareness
Understands the needs and requirements of a large multicultural work group in an airline or dynamic business environment – shipping, service delivery, international trade
Understands the culture and values of the UAE
International exposure and market knowledge is an advantage
Overall knowledge of Cargo and Logistics Industry
Knowledge of Etihad GCC business environment is preferred
IT Skills on “experienced user” level
Ideally knowledge of Booking Procedures and Pricing
Team-management and planning
Leadership skills
Outstanding levels of written and oral communication skills in English
Demonstrated emotional and social intelligence
Able to motivate colleagues and get things done within set time-frame

About Etihad Aviation Group

Headquartered in Abu Dhabi, the Etihad Aviation Group is a diversified global aviation and travel group with a business model driven by partnership and an innovative approach to growth. Etihad Aviation Group comprises five business divisions – Etihad Airways, the national airline of the United Arab Emirates; Etihad Airways Engineering; Etihad Airport Services; Hala Group; and Airline Equity Partners. For more information, please visit:


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