Senior Cargo Customer Services Agent - Senior Cargo Customer Services Agent- VIE

Job Purpose

A winner of more than 500 international awards, Emirates operates one of the aviation world’s youngest, most environmentally friendly and technologically advanced fleet of over 250 aircraft.
Its rapidly expanding network spans 140 destinations in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent and Asia Pacific. The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries.

Our services span almost every aspect of our industry. Behind it all are more than 70,000 colleagues from over 200 nationalities across our 50 business units and associated firms, making us one of the biggest employers in the region.

The Senior Cargo Customer Service Agent plays a key role in delivering an efficient and professional service to cargo customers, managing reservations, coordinating transport requirements, monitoring bookings and providing timely operational updates. The role requires strong customer service, attention to detail, effective communication and the ability to manage multiple operational priorities, while also supporting the Customer Services Supervisor when required.

• Deliver a high standard of customer service by reviewing incoming communications and responding promptly or directing enquiries to the appropriate team members.
• Manage customer enquiries and cargo reservations, ensuring telephone queries are handled professionally and all bookings are accurately entered into the EK system.
• Coordinate daily transport requirements for EK cargo bookings, helping ensure smooth and efficient cargo operations.
• Provide customers with timely post-flight information, ensuring they are kept informed and receive prompt updates.
• Maintain accurate and up-to-date operational records, including ad hoc rates, flight files and tracking messages, and complete required end-of-month filing.
• Manage and monitor permanent cargo bookings, ensuring they are correctly recorded in the system and regularly reviewed to maximise utilisation.
• Provide spot rates to customers when required, supporting responsive and commercially focused customer service.
• Support the Customer Services Supervisor with day-to-day operational responsibilities and provide appropriate cover during their absence.

Qualification

• Completed secondary education or equivalent qualification.
  Minimum of three years’ relevant experience in cargo reservations and/or cargo operations.
• Previous experience with, or knowledge of, SITA-based reservation systems is desirable.
• Good working knowledge of Microsoft Word, Excel and PowerPoint.
• Demonstrates a strong customer-service mindset, with the ability to understand customer needs, respond promptly to enquiries and provide accurate information.
• Excellent written and verbal communication skills in English and German, with the ability to communicate confidently and professionally with customers.
• Must have the right to live and work in Austria

• Strong customer service skills, with the ability to build positive relationships and respond confidently and professionally to customer enquiries.
• Excellent communication and telephone skills, particularly when dealing with customers in a busy operational environment.
• Accuracy and attention to detail when processing cargo reservations and maintaining booking information.
• Strong organisational skills, with the ability to prioritise multiple enquiries and bookings efficiently.
• A proactive approach to monitoring permanent cargo bookings, identifying when information needs to be updated or followed up.
• The ability to work effectively in a fast-paced, operational environment where timely responses are important.
• Cargo, airline, freight forwarding or logistics experience would be particularly relevant because of the nature of the role

Salary & benefits

• Meal Allowance
• Group Profit Share
• Concessional staff travel benefits on Emirates and other airlines