Air Cargo Reservations & Customer Experience Specialist

Atlas Air Worldwide; Hong Kong; On-site; HKD 180,000 - 260,000; Full time

Job summary

Atlas Air Worldwide in Hong Kong seeks a Reservations & Customer Service Coordinator to coordinate all reservation and customer service matters with the sales team for the territory. You will identify customers, book cargo to fill flights, and communicate issues to ensure smooth operations.

You will track cargo, respond to inquiries, and coordinate with internal departments to deliver exceptional service. The role requires a bachelor’s degree and air cargo experience.

Qualifications

• Bachelor degree or equivalent.
• At least 1 year of experience in air cargo industry.
• Independent, high degree of decision making skills and stress resistance.
• Strong ability to manage complex situations under time pressure.
• Strong analytical skill and excellent communication skills.
• Equivalent combination of education and work experience.
• Knowledge of logistics planning and pricing principles.
• Experience in the air cargo industry is preferred.

Responsibilities

• Coordinate all reservation & customer service matters with the sales team of the territory.
• Identify, contact customers and book cargo to fill flights.
• Communicate problems in freight allocation and pallet build-up to terminal services or management and ensure a solution.
• Book cargo information into the system and update records.
• Solicit cargo from customers when bookings are insufficient and obtain approval for spot rates.
• Calculate and provide appropriate spot rates to customers when requested.
• Identify, research and resolve customer service issues and ensure resolution.
• Track forwarded cargo to final destination and coordinate truck movements with operations.
• Trace missing cargo and follow up on tracers, providing status alerts.
• Research local claims and provide documentation to corporate customer service.
• Respond to customers’ questions, problems, requests and complaints.
• Coordinate internally and externally to ensure effective communication.
• Perform other duties as assigned.

Skills

Analytical skills

Communication skills

Stress resistance

Decision making

Time management

Education

Bachelor degree or equivalent

Job description

Atlas Air Worldwide in Hong Kong seeks a Reservations & Customer Service Coordinator to coordinate all reservation and customer service matters with the sales team for the territory. You will identify customers, book cargo to fill flights, and communicate issues to ensure smooth operations.

You will track cargo, respond to inquiries, and coordinate with internal departments to deliver exceptional service. The role requires a bachelor’s degree and air cargo experience.