Senior Cargo Customer Service Agent

Job Purpose

The Cargo Customer Service Agent is responsible for providing high-quality customer service and operational support for cargo activities, ensuring efficient cargo reservations, shipment movement, flight planning, and coordination with customers and stakeholders. The role contributes to maximizing revenue opportunities, maintaining service excellence, and ensuring compliance with airline, safety, and regulatory standards.

Key Responsibilities

Cargo Operations & Coordination

• Ensure full compliance with all company, host country, safety, and security regulations related to cargo operations.
• Coordinate closely with internal departments, customers, ground handling agents, and third-party service providers to ensure timely transfer and delivery of cargo shipments.
• Monitor cargo movements and proactively address operational challenges to maintain service standards.
• Support initiatives aimed at improving cargo sales performance and operational efficiency at the station.
• Distribute operational updates, notifications, and service information to relevant internal and external stakeholders.
• Promote awareness of cargo products and services among customers and internal teams.
• Perform additional duties assigned by management as required.

Customer Service

• Respond promptly and professionally to customer inquiries regarding cargo bookings, shipment status, and service requests.
• Coordinate service recovery actions and corrective measures when disruptions occur, ensuring effective communication with stakeholders.
• Monitor backlog and critical shipment situations and provide timely updates to minimize customer complaints.
• Coordinate with operational teams and outstations for shipments requiring special handling or priority attention.
• Assist in resolving shipment verification, finance reconciliation, and compliance-related queries.
• Support billing and settlement processes by coordinating with IATA/CASS and relevant cargo offices.

Reservations & Capacity Management

• Process cargo booking requests accurately and enter reservations into the cargo management system in accordance with company procedures.
• Coordinate with Revenue Management and Sales teams to optimize booking allocations and maximize flight utilization.
• Arrange bookings with partner airlines, trucking providers, and other service partners for offline destinations when required.
• Ensure booking information is communicated to ground handling agents within established timelines to support on-time flight departures.

Sales Support

• Handle customer interactions with freight forwarders, shippers, and consignees through telephone and electronic communication channels.
• Provide cargo rate quotations and assist customers with booking and forwarding requirements.
• Support revenue generation by maximizing flight capacity utilization and promoting cargo services.
• Assist in flight planning activities for export and import cargo operations.
• Prepare operational and service reports, including flight departure and accounting updates.

Qualifications & Experience

• Bachelor's Degree or equivalent with a minimum of 1 year of relevant cargo, logistics, airline, or customer service experience.
• IATA, UFTAA, or other aviation/cargo-related certifications.
• Experience within airline cargo operations, freight forwarding, logistics, or ground handling services.
• Knowledge of cargo reservation and shipment tracking systems.
• Understanding of airline cargo operations and logistics processes.
• Familiarity with cargo documentation, billing, and settlement procedures.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills in English.