Team Leader – Cargo Customer Service is a newly created position, reflecting the growth of Etihad Cargo and the rising expectations of its customers. The ideal candidate possesses hands-on cargo experience and is ready to pursue his or her career thanks to superior team-management, project management and problem solving skills.
The Team Leader – Cargo Customer Service supervises and leads on daily basis Cargo Customer Service Agents, who are the front-line of Etihad Cargo towards both internal and external customers worldwide. This highly demanding role combines hands-on cargo and overall aviation or logistics technical knowledge with customer service and commercial attitude.
The candidate must be an energetic team-player, able to lead and motivate a team of 3 – 12 FTE’s (depending on shift), and able to take fast decisions. The individual must be self-motivated, driven by willingness to over-achieve and constantly inspired to search alternate, innovative solutions to deliver great service to Etihad Cargo customers. He or she must be flexible, open-minded and able to constantly face very stressful situations on a daily basis.
The team deals with a high amount of email, phone and walk-in inquiries and the Team Leader must be able to immediately assess the importance, priority and take a senior decision towards successful resolution of the case within required time-frame. Often, multiple tasks will be assigned and the Team Leader must divide the workload based on the skill-set of individual agents on duty and based on urgency of the task. The team-leader is also required at times to cover some tasks of an agent, and therefore intense hands-on involvement (both inside and outside the office) is expected on a daily basis.
The job consists of 30% planning, controlling and distributing workload and ensuring quality of delivery on daily basis; 30% hands-on involvement - including assisting, controlling and coaching the team thorough daily tasks; 20% in reporting, admin and wider strategical development of Etihad Cargo Customer Service – updating, enforcing and developing policies, preparing and analyzing KPI’s and reports, preparing reports to customers and management; and 20% hands-on lead involvement in service recoveries, escalated cases, GKA or VIP customers and special projects.
The Team Leader is responsible for KPI’s of customer service delivery thorough his or her assigned shifts – with special attention to quality, speed and follow-up of service provided. When required, the Team Leader must be able to efficiently escalate and seek help from senior management, other teams or 3rd parties. Knowledge of cargo booking procedures is essential.
The Team Leader is frequently dealing with internal and external customers on all levels – from ground warehouse staff, to VIP’s, General Management and upset customers. He or she must be therefore able to adjust the level of communication as required for each situation and lead the team by example - remaining highly courteous, innovative and customer-service oriented at all times.
The department operates in 24/7 regime and the position is required to efficiently allocate and use all resources to meet required KPI’s. The Team Leader is expected to work shift patterns, as well as to cover emergency situations. This includes holidays, night-shifts and week-ends. Based on ad hoc operations requirements or planned project, the job holder might be expected to work-overtime or to change timings, approximately once per week.
The candidate must possess a mature, stable personality, with pronounced leadership abilities. He or she must be well organized, positive, attentive to detail, disciplined and customer-service oriented. The ideal candidate is tech-savvy (basic understanding of IT Technologies, physics and warehouse handling) and well versed with standard logistics and freight practices. “Can do” attitude, along with ability to seek fast alternate solutions and to cope with high-level of stress on a daily basis are an absolute prerequisite.
Only candidates with fluent English – both written and oral can be accepted, any other additional language relevant to geographical coverage of main Cargo operations – namely Cantonese, Mandarin, Russian, Thai, Swahili, German, Italian, Spanish, Portuguese, Arabic – is an advantage.
Candidate must possess a strong and healthy voice, without any significant speech impediments. The candidate must be well groomed and able to face senior management and customers. Driving license and previous airport / handling experience are considered as added value. Any level of advanced Dangerous Goods awareness and handling, CRM or tracing experience is welcomed.
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