Company Description
Cathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places, experiences and opportunities that matter to them. Our purpose — to move people forward in life — begins with our own people.
Across our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can-do spirit — and supported to grow through a meaningful career that moves with you.
If you are seeking an opportunity to take flight, let your ambitions propel you higher and further.
Make Your Career Move, together with Cathay.
Notes:
- All Chinese mainland based positions are subject to local terms and conditions.
- Applicants must have the right to live and work in Chinese mainland.
- Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by
Role Introduction
To extend sales support for the area in order to achieve revenue targets and commercial Key Performance Indicators as well as to deliver service excellence, ensuring full compliance with company and regulatory requirements and safety and operational standards.
Responsiblity:
Revenue Generation
- Contribute to the development of the Cargo Business Plan as required and implement the plan in alignment with local cargo strategies and specified Key Performance Indicators
- Actively assist the Cargo Sales Manager to achieve revenue target and generate ancillary revenue by actively seeking support from customers
Customer Services
- Ensure that customers’ enquiries and customers’ off-line booking and e-booking requests are responded to in a timely and professional manner
- Maintain oversight of the day-to-day relationship with stakeholders from all sales channels for revenue generation purposes
- Provide superb sales and customer services in all customer touch points so as to drive premium selling rates and regular business
- Provide vendor notification for on time and delayed flights daily
- Provide timely shipment status updates to customers
- Handle IRR, Damage and Claim cases in a timely and professional manner
- Help to manage Ground Handling Agent performance and provide guidelines and instructions
- Support the established performance targets through operational oversight and participation
- Support cargo reservation and booking adjustment when necessary to provide exemplary customer service
Key Responsibilities
Service Delivery and Excellence
- Prepare loading plan, loadsheet and conduct ramp coordinator duty to maximise space utilisation and commercial priorities
- Special cargo acceptance, including Dangerous Goods, Live animal, etc.
- Prepare flight documentation for crew and Customs
- Check and review post flight documentation
- Prepare post flight reports in a timely and accurate manner
- Provide freighter catering uplift and last minute changes
- Coordinate effectively between engineering, airport operations, air traffic control and vendors to ensure smooth communication and service provision
- Coordinate cargo service activities between sales, operations and ground handling in order to ensure efficient handling of shipments
- Communicate effectively via various channels stakeholders including customers, airport and cargo operations, suppliers, flight crew etc.
- Assist with various administrative station tasks such as SAP
- Coordinate weather diversions at diversion sites
- Handle diversion of Cathay Pacific Flights when required
- Assist with crew administration and support matters at the port
- Support station training activities as required
- Support station management in supplier oversight including reporting Ground Handling Agent performance issues
- Control and manage the Unit Load Device inventory level to meet the demand during seasonal peaks
- Any other reasonable task as requested
Safety, Security and Compliance
- Help to ensure compliance and conformance to all regulatory and internal safety, security, quality, and procedural requirements
- Undertake quality check programmes established by Head Office and participate in audits as required
- Support Emergency and Accident role as required
Operational Duty Holder (if applicable)
- This position is the Operational Duty Holder of the applicable port and has a formal business relationship with the Functional Duty Holder of applicable services and must understand the process of risk escalation to the Functional Duty Holder (GM GSORM).
- This position is the Remote Operational Duty Holder of the applicable port (if Remote ODH applies) and has a formal business relationship with the Functional Duty Holder of applicable services and must understand the process of risk escalation to the Functional Duty Holder (GM GSORM).
- This position is the Operational Duty Holder Delegate of the applicable port (if ODH Delegate applies).
- To fulfil the detailed Cargo Operational Duty Holder responsibilities, for Cathay Pacific, as per the requirements of the “Best Practice for Cargo Operation Duty Holder - Port” documented in The Hub Team Site.
- Be accountable at an operational level for the safe operation of services, including those services which are contracted to others
- Maintain day to day responsibility for managing operational performance, including the performance of suppliers who are contracted to deliver services to ensure that:
- there is full compliance with quality standards and regulatory requirements
- procedures and instructions are followed
- the service is delivered in accordance with contracted terms Cross Functional Support (as requested)
E&A
- Emergency and Accident and Crisis Response responsibilities as required
Requirements
Academic Qualifications
- College degree or equivalent
- A qualification in Cargo or logistics in an advantage
Knowledge, Skills, Training And Experience
- Minimum 2 years’ experience in cargo industry would be an added advantage
- Prior customer service experience with demonstrable customer service orientation
- Excellent communication skills
- Highly attentive to detail
- Working knowledge in MS Word, Excel and PowerPoint
- Good analytical, problem solving and planning skills
- Ability to work independently
- Knowledge of CHAMP CargoSpot systems is an advantage
- Adapts to change easily
- A valid Driver’s License and clearance to operate a company vehicle
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
