Airline Customer Service Agent
7 months ago
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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