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