Operations Support Agent

Role Overview

This position supports network and operational activities across air, road, and border movements in Dubai. The role focuses on day-to-day operational coordination, administrative support, customer handling, reporting, and exception management to keep service running smoothly.

Key Duties

• Assist with air network and operational support tasks, including dispatch, manifesting, trace management, and service assurance.
• Handle administrative and support activities tied to daily operations.
• Support customer service activities for both internal teams and external customers.
• Monitor on-road trucking activity, border movement, and compliance-related issues.
• Work with clearance paperwork and customer requirements to help move trucks efficiently.
• Coordinate with clearance brokers at borders to speed up vehicle movement.
• Stay in contact with truck drivers and record status updates accurately.
• Prepare transit-time reports, review trends, and identify ways to improve clearance timelines.
• Escalate management issues when required and produce reports for management and senior management.
• Follow defined processes and deadlines while ensuring accuracy, completeness, and compliance with internal and external standards.
• Identify exceptions or anomalies and resolve them using established procedures; refer complex matters to senior team members where needed.

Requirements

• Arabic fluency is mandatory for this role.
• Ability to provide practical support for daily network operations, including exception handling and compliance reporting.
• Experience giving technical guidance and operational support to internal and external stakeholders on service-related system issues.
• Strong networking ability.
• Good analytical capability.
• Strong problem-solving skills, including the ability to develop and implement solutions to operational issues.
• Excellent attention to detail and accuracy.
• Proficiency with Microsoft Office and general PC tools.
• Good planning, organising, and interpersonal skills.

Additional Information

Grade 5.

The posting closes at 12:00 am on the stated closing date, so applications should be submitted before that deadline.

Company Overview

FedEx is a global express transportation company operating in more than 220 countries and territories. The organisation is built on the People-Service-Profit philosophy, which places people at the centre of its decisions and encourages innovation, service quality, and reinvestment in the business and its employees.

Culture and Inclusion

The company promotes an inclusive workplace and provides equal employment opportunity regardless of age, race, colour, national origin, genetics, religion, gender, marital status, pregnancy, disability, or other protected characteristics. Its culture is shaped by long-standing values that have supported growth since the early 1970s.