To partner with the Cargo Management team in executing the commercial strategies for the port / area in order to surpass revenue targets and commercial Key Performance Indicators as well as ensuring fit for purpose sales solutions are provided to customers.

To oversee and assist with reservation functions to ensure superior customer service.

Revenue Generation

• Support the Cargo Manager(s) to implement the Cargo Business Plan in alignment with local cargo strategies and specified Key Performance Indicators
• Assist the Cargo Manager(s) and coordinate with the Cargo Sales Officers to achieve revenue target and generate ancillary revenue by actively seeking support from customers
• Support the Cargo Manager(s) to collect, analyse and report spanet conditions, trends and activities with a view to identifying new revenue opportunities for example from new routes, new frequencies, ancillary charges
• Assist the Cargo Manager(s) to generate revenue from forwarders by exploiting revenue potential from each account by referencing available spanet data and information
• Help to generate revenue with the perspective of sales channels, product sales and offline sales development
• Assist the Cargo Manager(s) to negotiate and execute sales contracts as required
• Champion Cathay products and provide excellent and consistent product solutions to customers
• Provide support to manage capacity in order to maximise flight revenue

Customer Services

• Coordinate with Outdoor Sales to provide customer-centric solutions to customers
• Answer customers’ enquiries and handle customers’ offline booking and e-booking requests in a timely and professional manner
• Manage the day-to-day relationship with stakeholders from all sales channels for revenue generation purposes
• Provide superb sales and customer service in all commercial customer touch points so as to drive premium selling rates and regular business
• Champion Cathay products and provide excellent and consistent product solutions
• Update customers with shipment status in a timely manner, providing solutions as appropriate

Support Services

• Support cargo reservations and bookings, while providing exemplary customer service
• Assist with various administrative station tasks as required
• Any other reasonable task as requested

Efficiency Improvement

• Support the Cargo Manager(s) to implement programmes on e-initiatives to drive penetration of e-Bookings and other Agent Self-Service functions

Financial Risk Management

• Support the Cargo Manager(s) to manage credit risks with reference to relevant internal guidelines / IATA local financial criteria where applicable

People Development and Performance Management

• Lead, support and encourage own team to achieve success
• Build a strong and motivated team, ensuring the right organisational structure and the right people are in place to foster positive team spirit and facilitate teamwork
• Supervise and mentor direct reports, encouraging effective collaboration
• Demonstrate leadership and lead by example in accordance with Cathay’s core values
• Develop employees with high potential and identify learning opportunities to ensure appropriate training and development
• Maintain active and ongoing dialogue in relation to employee goals and individual performance
• Actively engage with employees to enhance communication and their understanding of department goals
• Support the People Managers to design and conduct internal development programmes including succession planning as appropriate ensuring alignment with Head Office direction
• Enhance the employee experience in line with the role level and the internal brand promise

E&A

• Emergency and Accident and Crisis Response responsibilities as required

Academic Qualifications

• High school graduation
• Tertiary education or equivalent in a related field is a distinct advantage

Knowledge, Skills, Training and Experience

• Minimum 2 years’ experience in cargo and cargo sales industry is an advantage
• Prior customer service and sales experience with demonstrable customer service orientation
• Proven success record in setting and achieving goals
• Proven achievements in building, maintaining and leading teams to success
• 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