Cargo Customer Experience Agent (m/f)/Cargolux

Task Responsibilities :

• Provide support to all customer issues within their responsibility to maintain consistent Customer Service (according to the given guidelines and processes)
• Deliver customer service excellence by timely responses and follow up to all customer requests
• Oversee best possible flight offers or reservations and exchange same with the customer to reach a maximum result
• Take care of customer complaints and issues as per given guidelines
• Taking up customer issues internally with the local management and if required with relevant stakeholders (e.g., Sales, Operations, Compliance)
• Report internally challenges and issues in order to achieve improvement in the general customer experience
• Promote Cargolux’s digital sales channels to increase the share of customer adoption
• Participate in customer experience projects for continuous improvement within your region

Essential Requirements For The Position :

• Excellent verbal and written communication in English ; other languages are considered an advantage
• Customer orientation and ability to communicate with a wide range of customers
• Ability to prioritize tasks and find solutions
• Ability to work autonomously as well as in a team
• Friendly and positive attitude
• Respect for differen backgrounds and cultures
• Experience in air cargo is considered an advantage

Working Conditions :

• Full-time position, based in Luxembourg
• Fixed-term contract with a duration of 24 months
• A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection.
• The internal title of the position is Agent Global Customer Service.