Coordinator - Cargo Customer Service

MAIN OBJECTIVE OF ROLE

To deliver customer experience for flydubai Cargo across the UAE and regional markets, acting as the first point of contact for bookings, quotations and service queries, and ensuring every shipment is handled with accuracy, speed and care from enquiry through to delivery.

Key Responsibilities

• Acts as the first point of contact for customers, cargo agents and freight forwarders. by owning inbound calls, emails and walk-ins with a service-first attitude and timely, accurate responses.
• Responds to product and service queries, explains flydubai Cargo products and routing options, and proactively surfaces relevant services that add value for the customer.
• Supports the sales team by efficiently servicing the existing customer base, flagging new business signals from day-to-day interactions, and monitoring available capacity in coordination with customers and the relevant departments.
• Manages flight bookings and reservations vby creating, updating, confirming and closing out bookings while keeping customers informed of status at every stage.
• Coordinates query and complaint resolution by logging issues, driving service recovery, and following through to closure to protect customer trust and repeat business.
• Assists in verifying freight documentation and shipment details for accuracy, ensuring a clean handover to operations and accounting.
• Supports timely follow-up on outstanding balances and documentation gaps, coordinating with finance to keep customer accounts clean and shipments un-blocked.
• Provides proactive shipment tracking and status updates to customers, including milestone confirmations, proof of delivery and prompt notification of any irregularity.
• Keeps the flydubai Cargo system accurate and up to date, ensuring data integrity across bookings, customer records and shipment status for the UAE and respective region.
• Coordinates across cargo and non-cargo departments (operations, ground handling, sales and finance) to keep shipments moving smoothly and resolve exceptions quickly in the UAE and the regions.
• Coordinates and supports inter-airline cooperation and alignment for UAE customer service, interacting with other airline counterparts on shared customers and consistent service standards.
• Capturing operational challenges, customer feedback, capacity notes and forward-looking heads-up (holidays, peaks and market shifts).
  
  

Qualifications

• Bachelor's Degree (3+ years)
• Degree in Business Administration or equivalent professional qualifications.
• Fluent in English (other languages an advantage)
• Fresh Graduate with Bachelor’s degree or experience in the Cargo industry in the UAE.
• Knowledge of BI tools are an advantage
• Years with qualifications: 0 - 2 years
• UAE driving license
  
  

COMPETENCIES

• Customer Focus
• Team work
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience and Flexibility (Can do attitude)
  
  

Isr Requirements

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.