Cargo Customer Service Executive - Hong Kong

We are recruiting for Cargo Customer Service Executive for Hong Kong.

The selected candidate will be responsible for ensuring that the customer service provided meets the local customers' requirements and to have a single point of contact for queries, booking, information and concerns. To enhance cargo customer experience and maintain records, prepare analytical reports, presentations and other documentary related to customers.

Accountabilities:

· Handle customer requests/queries/escalations and liaise with relevant stakeholders to provide high level service experience.

· Liaise between local office members and QR Revenue Management to ensure each reservation is properly allocated per flight.

· Create maximum awareness of QR Cargo products and services among existing and potential customers, as well as internal stakeholders.

· Provide management with any market intelligence on the strengths, weaknesses, threats, and opportunities of QR with regards to services and operations.

· Ensure the mishandled shipments are traced and tracked timely and appropriately communicated to relevant stakeholders.

· Communicate customer's change requests with proper justification in order to contribute continuously in improving QR Cargo service levels.

· Accept bookings for cargo sales and ensure they are properly fed into the cargo IT system according to airline guidelines.

· Escalation and close monitoring of Reservation/Bookings to ensure all QR procedures and guidelines are adhered to.

· Make booking with OAL/Trucking companies and make use of SPA contracts to ensure satisfactory service to offline destinations, whenever required.

· To generate maximum cargo sales by monitoring reservation function in order to meet or exceed the set revenue/tonnage target for station/region and to provide customer service in sales and operational areas liaising with relevant stakeholders.

· Maintain database and produce reports are required for station/regional/HQ management for review.

· Assist in facilitating coordination between IATA / CASS and cargo offices within the station / region to ensure efficiency in billing and settlement processes.

· Assist station in-charge in handling CAMS violation / Finance reconciliation queries and shipment verification.

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