Cargo Services Officer
Company Description
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.
At Cathay, we are committed to moving people forward in life — whether through travel experience, lifestyle products or career growth. Being part of Cathay is more than just a job, it’s a meaningful career journey toward realising your ambitions. Your skills will become a bridge that connects the world, opening up infinite possibilities along our customers’ life journeys. 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 Cathay Pacific.
Role Introduction
To assist with operational and reservation functions for the port including oversight of suppliers to ensure compliance to Cathay service levels and regulatory requirements.
To provide support to port management to drive service excellence and delivery of the cargo services strategy.
Key Responsibilities
Customer Service
- Provide superb customer service on all customer touch points
- 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
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
E&A
- Emergency and Accident and Crisis Response responsibilities as required
Requirements
Academic Qualifications
- Bachelor‘s degree holder or equivalent
- Study in a Cargo or related field is a distinct advantage
Knowledge, Skills, Training and Experience
- Minimum 2 years’ experience in cargo industry is an advantage
- Freighter Loading and Load sheet license
- Freighter Ramp Coordinator license
- Dangerous Good License (Cat 6)
- Super Heavy license
- Strong communication skills
- Natural customer service orientation
- Attentive to detail
- Knowledge of MS Word, Excel and PowerPoint
- Adapts to change easily
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.
