Agent Customer Service

• 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