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.

Be part of an extraordinary story 

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible

·        High school qualification / Vocational qualification / Diploma or Bachelor's degree with minimum 3 years of job-related experience.

·        Knowledge of the Cargo Reservation and tracking system. Knowledge of the overall Cargo Operations and set up.

·        Strong customer-centric mindset with the ability to manage customer enquiries, bookings, shipment expectations and service recovery                scenarios.

·        Experience in cargo reservations, cargo operations, shipment tracking and stakeholder management.

·        Ability to work in a fast-paced operational environment while managing multiple priorities and escalations.

·        Strong analytical and problem-solving capabilities, including the ability to identify service improvement opportunities.

·        Proficiency in cargo systems, reporting tools, and Microsoft Office applications.

·        Excellent communication skills with the ability to collaborate across customers, sales, operations, and revenue management teams.

You must have the legal rights to live and work in Hong Kong to be considered for this role.

 About Qatar Airways Group 

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.