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Cargo Services Officer

Role Introduction

To execute the commercial strategies for the port in order to surpass revenue targets and commercial Key Performance Indicators by providing excellent customer service and solutions.

Key Responsibilities

Revenue Generation

• Help to implement the Cargo Business Plan in alignment with local cargo strategies and specified Key Performance Indicators

• Assist the Cargo Manager(s) and coordinate with the Cargo Sales Officers to achieve revenue target and generate ancillary revenue by actively seeking support from customers

• Provide support to manage capacity in order to maximise flight revenue

Customer Services

• Coordinate with the outdoor sales team to provide customer-centric solutions to customers

• Answer customers’ enquiries and handle customers’ offline booking and e-booking requests in a timely and professional manner

• Manage the day-to-day relationship with stakeholders from all sales channels for revenue generation purposes

• Provide superb sales and customer service in all commercial customer touch points so as to drive premium selling rates and regular business

• Champion Cathay products and provide excellent and consistent product solutions to customers

Efficiency Improvement

• Support the Cargo Manager(s) to implement programmes on e-initiatives to drive penetration of e-Bookings and other Agent Self-Service functions

• Any other reasonable task as requested

E&A

• Emergency and Accident and Crisis Response responsibilities as required

Requirements

Academic qualifications

• College degree or above

Knowledge, skills, training and experience

• Minimum of 2 years’ cargo or airline operations or indoor sales experience

• Prior customer service experience is an advantage

• Excellent communication skills

• Demonstrable customer service sense

• Ability to work independently

• Proficiency in the use of Microsoft Office Systems

• Knowledge of CHAMP Cargospot System is an advantage