Senior Cargo Customer Service Agents

Contract Duration: 12 months (Outsourced)

Job Purpose: This role will be involved in providing customer service functions in liaison with relevant stakeholders while
contributing towards meeting and exceeding the set targets. Ensure the smooth operation flow of cargo through
acceptance and management of bookings. Identify the needs and improve customer service performance for
the local station.

ACCOUNTABILITIES:

Operational

• Ensure full compliance at all times with safety and security regulations and procedures as per host state and
  company requirements.
• Maintain a close coordination between departments, customers and third parties to ensure shipments
  are transferred, delivered on time and correct priority is given to shipments.
• Identify needs and improve cargo sales and operational performance for local station.
• Distribute official notifications to concerned parties, both internal and external.
• Create awareness of Cargo products and services among existing and potential customers, as well as
  internal stakeholders.
• Perform other department duties related to his/her position as directed by the Head of the Department.

Customer Service

• Coordinate service recovery measures and implement corrective actions, when required, ensuring appropriate communication to relevant stakeholders.
• Record updates on backlog/critical situations to avoid complaints from customers.
• Coordinate between departments on a shipment requiring special handling/attention to ensure smooth movement of cargo, when required.
• Provide booking list within the agreed time frame, to effect on-time departure of flights.
• Contribute in maximizing revenue through efficient allocations in relation to reservations with Revenue Management.
• Attend to all customer queries with regard to cargo shipments.
• Assist in facilitating coordination between IATA / CASS and cargo offices within the station / region to ensure
  efficiency in billing and settlement processes.
• Assist station in-charge in handling violation/Finance reconciliation queries and shipment verification.
  

Reservations 

• Accept bookings for cargo sales and ensure they are properly fed into the cargo IT system according to
  airline instructions as per CSM.
• Liaise between sales team members and Revenue Management to ensure each reservation is properly
  allocated per flight.
• Make booking with OAL/Trucking companies and make use of SPA contracts to ensure satisfactory service
  to offline destinations, whenever required.
  

Sales

• Interact via telephone with freight forwarders, direct shippers and/or consignees, typical telesales functions,
  assist customer queries, rate quotations, optimizing the commercial functions related to export booking/forwarding/delivery while setting a high standard of service.
• Flight planning with maximum utilization of the flight capacity, control and operation export & import.
  
• Generate services reports including preparation system accounting updates on every flight departure.