Cargo Customer Services Supervisor (dnata)

Job Title: Cargo Customer Services Supervisor

Location: Dubai, UAE
Company: dnata – Emirates Group
Department: Cargo Operations

Job Purpose

dnata, a global leader in air and travel services, is seeking a dynamic Cargo Customer Services Supervisor to join our expanding team in Dubai. In this role, you will lead customer service and call centre activities, ensuring the delivery of service excellence, timely information flow, and customer satisfaction across cargo operations. You will supervise a team, manage workload planning, drive operational efficiency, and play a critical role in process improvement and customer relationship management.

Key Responsibilities

Planning & Deployment

• Develop staff rosters and schedules to ensure optimal resource availability for daily operations, training, and leave coverage.
• Plan and deploy the team to meet workload demands while ensuring high productivity and operational continuity.

Leadership & Supervision

• Supervise a small team, ensuring tasks are executed efficiently and according to established procedures.
• Conduct regular team briefings to communicate updates on routes, tariffs, embargoes, restrictions, and system changes.

Operational Execution

• Enforce safety, quality, and environmental protocols to maintain a healthy and compliant work environment.
• Implement departmental processes, monitor team adherence, and guide operational decisions in real-time.
• Oversee the day-to-day operation of the customer service and call centre, ensuring timely resolution of queries and complaints.
• Ensure all communications—complaints, compliments, customer relations—are handled promptly and professionally.

Customer Service & Communication

• Build and nurture relationships with internal and external stakeholders to ensure customer satisfaction and service excellence.
• Support Sales Managers and Terminal Services Controllers in analyzing market trends and recommending improvements.
• Interface with Calogi customers and terminal teams to maintain service levels and resolve service delays.

Data & Process Management

• Monitor inventory, call centre rate systems, and ensure updates by cargo assistants are accurate and timely.
• Review performance against KPIs and propose enhancements for service and quality improvement.
• Oversee reporting (daily, weekly, monthly, yearly) and ensure accuracy in data submitted to higher management.
• Lead weekly meetings with the Calogi Support team to review issues, corrective actions, and service improvements.

Qualifications & Experience

Education

• High School Diploma (12 years of schooling minimum)

Experience

• 4–6 years of hands-on experience in Air Cargo Operations
• Strong familiarity with IATA rules, cargo tariffs, and import/export regulations

Skills

• Excellent data analysis and reporting capabilities
• Advanced IT and computer literacy (CRM, ERP, cargo software)
• Strong English communication (verbal & written)
• Skilled in negotiation, customer service, and professional writing
• Demonstrated safety awareness and adherence to aviation safety protocols

Why Join dnata?

• Tax-Free Salary: Competitive and comprehensive compensation
• Global Travel Benefits: Industry-leading discounts on flights and hotels
• Career Growth: Join a global brand with a strong focus on internal development
• Dubai Lifestyle: Work in a cosmopolitan city with world-class amenities and infrastructure