Airline Customer Service Agent

6 months ago


Heathrow, United Kingdom Freightserve recruitment Full time

Freightserve recruitment are looking for an Airline Cargo Customer Service person for a GSA based in Heathrow area.

**Role:

- **

**Tasks:

- **

Booking Lists

Producing the booking list for our airline customer with priorities that take into consideration yield, budget and flown as booked targets on time

Post flights

Responsible for providing accurate post flights to all our customers, both in the UK and abroad and chasing up offloads as well as reporting back within agreed timescales

Rates

Agrees the rates with our overseas offices and UK customers on all bookings, feeding back to sales with any upselling opportunities or system issues (rates not pulled forward)

Customer/Market intelligence

Provides feedback to Reservations Supervisor & CSM when market is weak or strong so that we can make pricing changes in line with the market

PB Monitoring

Inputs the monthly PB allocations so that shortfalls or over deliveries can be dealt with in a timely fashion and escalated so that new agreements can be made in a timely fashion with our customers

Airline Reporting

Ensures we provide accurate and timely reports to our airline customer, as required, in line with their requirements and distributes internally as agreed

Reservations

Spot Rates

Sells in line with our tariffs ensuring all processes are actioned so as to maximise revenue and provide sales with all relevant information and correct rate class chosen in line with company procedures to ensure no revenue leakage/customer queries. Follows up on quotes as requested.

Telesales

Follows up to close all quotes in a timely fashion

AWB’s

Maintains accurate register for awb’s distributed to market in line with the airlines requirement for maintaining records of their stocks and completing stock request forms in a timely manner.

Queries

Resolves queries and handling complaints including handling reports in line with company standards, within agreed timescales and escalating to the Supervisor and Manager as necessary (not limited to short shipments, over shipments, damage and claims)

Fields telephone calls

Takes phone calls for other departments or management, ensuring company name, persons’ name along with details of enquiry provided without giving any information on whereabouts or availability or company information out, in a polite and professional manner

CUSTOMER SERVICE DUTIES

RESERVATIONS DUTIES

Booking Lists / Returned booking list / on hands

Post-flights

Answering telephone calls

PB monitoring

Queries

Taking bookings (reservations)

CCA’s

Answering telephone calls / Phoning up for Finals

Missing Cargo (Handling agent responsibility)

Telesales & AWB stock allocation to agents

Snags (DG, Customs, Wgt, Screening, Un-delivered cargo)

AWB’s (Maintains accurate register for AWB’s distributed to market) / AWB Stock management

Claims

FFR’s

Handling Reports

Allocation

MUW - Class 1 Authorisations

Space queries

AVI Bookings

Flight Closure

Maintenance of AWB stock control for airlines

Embargoes

Freighter Bookings

Recording irregularities on Scratch Pad

**As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry. Call now to avoid disappointment**

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£28,000.00 per year

**Benefits**:

- Company pension

Flexible Language Requirement:

- English not required

Schedule:

- Day shift
- Monday to Friday

**Education**:

- GCSE or equivalent (required)

**Experience**:

- Cargo: 1 year (required)

Work Location: In person



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