Agent Customer Service

Cargolux Airlines; Milano; In loco; EUR 32.000 - 48.000; Tempo pieno

Descrizione del lavoro

Cargolux Airlines in Milan, Italy, is seeking a Customer Service specialist for cargo bookings. You will follow guidelines, respond promptly to customer requests, and manage bookings and allocations with precision.

Work with Sales, Operations and Compliance to resolve issues and improve the customer experience. You will promote digital sales channels and ensure accurate bookings before flight departure, requiring fluency in Italian and English.

Competenze

• General school leaving certificate of secondary education or equivalent.
• Previous cargo booking office experience is a must.
• Excellent written and spoken Italian and English.
• Strong communication, assertiveness and organizational skills.
• Able to meet tight deadlines and adapt to a fast-changing environment.
• Fully PC literate in Word and Excel.

Mansioni

• Follow established guidelines and processes for all customer issues to maintain consistent service.
• Deliver timely responses and follow-ups to customer requests and inquiries.
• Review flight offers/reservations and exchange with customers to maximize outcomes.
• Handle customer complaints per guidelines and coordinate with internal stakeholders as needed.
• Escalate issues to local management or Sales, Operations, Compliance when required.
• Report challenges to improve overall customer experience and booking processes.
• Process incoming booking requests and ensure regular allotment bookings per internal processes.
• Proactively follow up on booking changes and updates to ensure accurate bookings before departure.
• Handle overbooking requests in coordination with Route Management.
• Analyze allotment and booking performance with Sales, including BCAs and cancellation conditions.
• Utilize LEAP and Cargo Management System efficiently for quotes and bookings.
• Obtain necessary approvals for booking requests in dialogue with the customer.
• Promote Cargolux digital sales channels to increase customer adoption.

Conoscenze

Italian fluency

English fluency

Excellent communication

Organizational skills

Meet deadlines

Team oriented

Formazione

Secondary education certificate

Strumenti

MS Word

MS Excel

Descrizione del lavoro

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

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