Agent Customer Service

Tasks Responsibilities :

• Follow the given guidelines and processes for all customer issues within her/his responsibility to maintain consistent Customer Service
• Deliver customer service excellence by timely responses and follow up to all customer requests
• Overlooking best possible flight offers/reservations and exchange same with the customer to reach a maximum result
• Taking care of customer complaints and issues as per given guidelines
• Taking up customer issues internally with the local management and if required with relevant stakeholders (e.g., Sales, Operations, Compliance)
• Report internally challenges and issues in order to achieve improvement in the general customer experience
• Timely processing of all incoming booking requests and regular allotment bookings as per the internal processes
• Pro-actively follow up on booking changes and customer allocation booking updates to ensure most accurate bookings prior to fight departure and to avoid last minute shortfalls
• Handle customer allocation overbooking requests in conjunction with Route Management
• Analyse the customer allotment and booking performance (post flight) in cooperation with the Sales Organization including the correct follow up for customer blocked space agreement (BSA) and their cancellation conditions
• Ensures the correct utilization of the internal digital quote and booking channels (LEAP) as well as the Cargo Management System.
• Manage all required approvals for booking requests, i.e. compliance, shoring, ok-to-forward in close dialogue with the customer
• Promote Cargolux’s digital sales channels to increase the share of customer adoption

Requirements For The Position :

• General school leaving certificate of secondary education or equivalent
• Previous exposure in a cargo booking office environment is a necessity
• Operational knowledge
• Excellent level in written and spoken Italian and English
• Communicate effectively and assertively
• Excellent organizational skills
• Ability to meet tight deadlines and to adapt to a rapidly changing environment
• Results and target oriented
• People and team oriented and able to work independently
• Good numeracy and literacy skills
• Fully PC literate in Word and Excel

Working Conditions :

• Position based in Milan (Italy)
• A Certificate of good conduct will be required

Overlooking best possible flight offers/reservations and exchange same with the customer to reach a maximum result

Taking care of customer complaints and issues as per given guidelines

Taking up customer issues internally with the local management and if required with relevant stakeholders (e.g., Sales, Operations, Compliance)

Report internally challenges and issues in order to achieve improvement in the general customer experience

Timely processing of all incoming booking requests and regular allotment bookings as per the internal processes

Pro-actively follow up on booking changes and customer allocation booking updates to ensure most accurate bookings prior to fight departure and to avoid last minute shortfalls

Handle customer allocation overbooking requests in conjunction with Route Management

Analyse the customer allotment and booking performance (post flight) in cooperation with the Sales Organization including the correct follow up for customer blocked space agreement ( BSA) and their cancellation conditions

Ensures the correct utilization of the internal digital quote and booking channels (LEAP) as well as the Cargo Management System.

Manage all required approvals for booking requests, i.e. compliance, shoring, ok-to-forward in close dialogue with the customer

Promote Cargolux’s digital sales channels to increase the share of customer adoption

Operational knowledge

Communicate effectively and assertively

Excellent organizational skills

Ability to meet tight deadlines and to adapt to a rapidly changing environment

Results and target oriented

People and team oriented and able to work independently