Agent Customer Service Mil Segrate

Agent Customer Service Mil
Segrate
Lombardia, Segrate

TASK 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

ESSENTIAL 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 Truccazzano (Milan)

A Certificate of good conduct will be required