JOB DETAILS

• Work type: Full-time

• Location: Ho Chi Minh, Vietnam

JOB DESCRIPTION

SYNOPSIS

• To represent and deliver high quality service to members of the Etihad Guest programme by efficiently processing all member cards fulfilment/enrollments in a timely and professional, member-focused manner.

ACCOUNTABILITIES

• Manage all incoming customer communications through shared mailboxes, phone calls, and systems related to cargo bookings, shipment status, documentation, etc.

• Coordinate daily cargo operations, including Sales, Accountants, Operations, Ground Handling Agents, Freight Forwarders to ensure agreed service levels and operational KPIs are achieved.

• Monitor cargo bookings and daily loading plan, provide proactive shipment updates, and resolve service issues, delays, discrepancies, and customer complaints in a professional and timely manner.

• Process customer requests related to cargo reservations, shipment amendments, air waybill inquiries, tracking requests, claims, and special handling requirements while ensuring compliance with company policies and regulatory requirements.

• Maintain accurate shipment records and customer’s performance to support business decisions.

• Coordinate with Finance and relevant departments regarding invoice queries, billing discrepancies and payment-related matters.

• Support sales and commercial activities by identifying customer requirements and contributing to revenue growth opportunities.

• Ensure all activities are conducted in accordance with safety, security, customs, and regulatory requirements governing air cargo operations.

QUALIFICATIONS

• Minimum of Diploma on Business Administration, Logistics, Supply Chain Management or relevant field

• Minimum 2 years of experience in Customer Service, Cargo Operations, Logistics, Freight Forwarding, or Airline Cargo Services.

• Intermediate in MS Office especially Excel