Etihad Airways - United Arab Emirates - We are in the midst of major transformation, with an ambition to offer greater choice to our customers, as we continue to adjust to changing market dynamics. We are pleased to announce an incredibly exciting opportunity to join the Cargo Operations team as Manager, Cargo Resolution Center. In this role, you will lead and direct a 24/7 Service Recovery team with focus on Global Partners, escalation desk and Etihad Cargo tracing activities for enhanced customer experience and more sophisticated resolution of service failures. Define and monitor appropriate key performance indicators for both customer satisfaction and operational delivery performance. Consider all elements of customer expectation and ensure the overall service delivery performance is aligned. SPECIFIC RESPONSIBILITIES 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 ...
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