Tasks ResponsibilitiesFollow the given guidelines and processes for all customer issues within her/his responsibility to maintain consistent Customer ServiceDeliver customer service excellence by timely responses and follow up to all customer requestsOverlooking best possible flight offers/reservations and exchange same with the customer to reach a maximum resultTaking care of customer complaints and issues as per given guidelinesTaking 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 experienceTimely processing of all incoming booking requests and regular allotment bookings as per the internal processesPro-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 shortfallsHandle customer allocation overbooking requests in conjunction with Route ManagementAnalyse 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 conditionsEnsures 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 customerPromote Cargolux’s digital sales channels to increase the share of customer adoptionTasks ResponsibilitiesFollow the given guidelines and processes for all customer issues within her/his responsibility to maintain consistent Customer ServiceDeliver customer service excellence by timely responses and follow up to all customer requestsOverlooking best possible flight offers/reservations and exchange same with the customer to reach a maximum resultTaking care of customer complaints and issues as per given guidelinesTaking 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 experienceTimely processing of all incoming booking requests and regular allotment bookings as per the internal processesPro-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 shortfallsHandle customer allocation overbooking requests in conjunction with Route ManagementAnalyse 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 conditionsEnsures 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 customerPromote Cargolux’s digital sales channels to increase the share of customer adoptionRequirements For The PositionGeneral school leaving certificate of secondary education or equivalentPrevious exposure in a cargo booking office environment is a necessityOperational knowledgeExcellent level in written and spoken Italian and EnglishCommunicate effectively and assertivelyExcellent organizational skillsAbility to meet tight deadlines and to adapt to a rapidly changing environmentResults and target orientedPeople and team oriented and able to work independentlyGood numeracy and literacy skillsFully PC literate in Word and ExcelWorking ConditionsPosition based in Milan (Italy)A Certificate of good conduct will be required#J-18808-Ljbffr

📌 Agent Customer Service (Milano)
🏢 Cargolux Airlines
📍 Milano