Customer Services Officer

This position will work for Air Cargo sector- GSA/GSSA for Airlines at HAN Market.

PURPOSE AND SCOPE

• Handling customer inquiries and concerns related to cargo services.
• Process and manage cargo reservations, bookings and provide customer service to customers of in charged Airlines.
• Working location: 21st Floor, Lancaster Luminaire, 1152 Lang street, Lang Thuong, Dong Da, Ha Noi.

JOB DESCRIPTION

• Managing cargo reservations and bookings, ensuring accurate and efficient processing of customer requests and requirements
• Make every effort to resolve any cases involving damage, missing cargo, and other miss duties
• AWB stock control.
• Prepare Cargo Booking List and send to Interline Airlines partner (feeder) for planning.
• Submit report timely and correctly to Sales Supervisor/ Manager.
• Ability to adapt with raising problems and deal with them efficiently & independently. Critical issues are escalated to Sales Manager or Cargo Manager.
• Handling customer inquiries and concerns related to cargo services, providing personalized support and timely resolution of issues.
• Providing customers with accurate and up-to-date information on cargo shipments, flight schedules, and service options.
• Addressing customer inquiries regarding cargo rates, routes, and shipment tracking, and providing relevant assistance and guidance.
• Managing customer records, cargo manifests, and reservation systems to ensure data accuracy and compliance with Principal Airlines’ standards.
• Resolving customer complaints, issues, and escalations related to cargo services in a professional and customer-focused manner.
• Working with agents to ensure shipments are checked in warehouse in “ready for carriage” condition.
• Compliance with Principal Airline & other Interline airlines partner’s (feeder) Manual & circulars to ensure cargo bookings are in line with regulation, policies.
• Other tasks assigned by the Cargo Manager.

• Having 1-2 years of experience in Air cargo field (both Airlines and Freight forwarding).
• Having knowledge of Cargo Industry, customer service processes, procedures & products, and booking tools;
• Bachelor’s degree in Aviation/Business Administration/Foreign Trade Economic, Logistics, Supply Chain.
• Having knowledge about Aircraft type/ULD, Air Cargo is a plus point.
• Fluent in English (4 skills)
• Be willing to work overtime and follow the airline’s work schedule.
• Strong communication and customer focus.
• Ability to work independently and as part of a team.
• Positive attitude and a willingness to learn.

• Qualification: Bachelor
• Age: Unlimited
• Job type: Permanent