Agent Customer Service

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7b517v

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

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7b517v