Customer Service Agent/ Operations Agent

4 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China AIR ONE Full time
Customer Service Agent/ Operations Agent (Cargo Airline)

AIR ONE (AO) is seeking an experienced and proactive Customer Service Agent to oversee the airline CARGO operations of the Hong Kong branch.

Key Responsibilities include:

  • Act as the primary contact for airlines, freight forwarders, and ground handling agents.
  • Address customer inquiries related to cargo bookings, schedules, and service updates.
  • Sending of flight schedules to clients & keeping clients informed with changes & updates.
  • Notify clients of any de-icing occurrence.

Operations & Coordination:

  • Work closely with ramp and warehouse teams to ensure timely cargo handling.
  • Monitor shipments, resolve delays or irregularities, and escalate issues as needed.
  • Follow standard operating procedures to coordinate the flights with AIR ONE clients, partner airlines, & HACTL.
  • Monitor the progress of all flights (Live & Ferry) to ensure the customer is kept up to date.

System & Documentation Management:

  • Utilize cargo management systems (e.g., Cargo Flash) to track shipments and update records.
  • Ensure accurate documentation, including airway bills, handling reports, and service logs.

Service Recovery & Issue Resolution:

  • Handle service disruptions, delays, and claims in a professional and timely manner.
  • Provide real-time (flight watch) updates to AIR ONE software, customers and airline partners on shipment status.
  • Identify situations where escalation to Customer Services management and Commercial team as appropriate.

Qualifications & Requirements

  • To work in a methodical manner in a fast moving and time sensitive business.
  • To be able to work with SOPs, identify priority tasks and react accordingly.
  • To work proactively under pressure including shift work and occasionally unsociable hours.
  • To be familiar with MS Office applications, in particular, Word, Excel, Outlook and Teams.
  • Excellent English written and speaking – essential
  • To have a keen desire to work in a cargo airline environment – essential
  • To work methodically and proactively – essential
  • Knowledge and experience of airline flight and/or ground operations – desirable

About Us

Founded in 2009, AIR ONE (AO) is a global network of airlines providing air cargo solutions through charter, ACMI, and scheduled services from 2025. AO's airline network includes Aerotranscargo (F5), RomCargo Airlines (NJ), and One Air Limited (HC), offering flexible and reliable cargo operations.

With offices in London, UK, and Sharjah, UAE, AO operates one of the world's largest dedicated charter fleets of Boeing 747 freighters, with two brand-new Boeing 777 freighters set to join in 2025. Our recently established Hong Kong office will oversee air cargo services, focusing on scheduled operations out of HKG.

At AO, our team is dedicated to delivering smooth, efficient operations, ensuring reliable and high-quality service across the cargo sector.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Airlines and Aviation

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