Agent Customer Service
2 settimane fa
, Italia
Cargolux Airlines
Tempo pieno
Gratuito con email o Google
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Gratuito con email o Google
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
- 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
- Position based in Milan (Italy)
- A Certificate of good conduct will be required
