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

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