Cargo Services Officer

Company Description

Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. Join us and discover just how far you can go!

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 ensure the highest standards of safety during ground handling of the aircraft and to achieve on-time-performance.

To provide support to port management to drive service excellence and delivery of the cargo services strategy.

Key Responsibilities

Customer Service

• Support cargo reservations & bookings whilst providing exemplary customer service
• Provide vendor notification for timely & delayed flights, shipment status updates to customers
• Manage Ground Handling Agent (GHA) performance, provide guidelines & instructions
• Support established performance targets thru operational oversight & participation

Administrative Support

• Prepare flight documentation for crew & customs; review post flight documentation
• Prepare post flight reports in an accurate manner
• Provide freighter catering uplift & last minute changes
• Coordinate between engineering, airport ops, air traffic control & vendors to ensure smooth communication
• Coordinate cargo service activities between sales, ops & ground handling to ensure efficient handling of shipments
• Communicate effectively via channels stakeholders (customers, airport and cargo operations, suppliers, flight crew etc.)
• Assist with various admin station tasks e.g SAP
• Coordinate weather diversions & handle diversion of Cathay's flights when required
• Provide crew admin & support matters at the port. Support station training activities as required
• Support station management in supplier oversight & report GHA performance issues
• Any other reasonable task as requested

Ramp Coordinator (RCO)

• Ensure required procedures are carried out by Ramp Handling Operator (RHO) & Cargo Terminal Operator (CTO) - for special cargo, movement of in/out cargo & mail units on an ad-hoc basis, loading & unloading of freighter, etc.
• Monitor optimisation of space utilisation for loaded Unit Load Devices & belly of freighters
• Ensure aircraft searches required by Security Programme are conducted prior to loading
• Maintain good communications with captain-in-command, RHO, CTO & Cargo Office
• Liaise closely with Cargo Office to provide info of freighter positioning if there is disruption of schedule
• Quickly resolve issues on the ramp
• Ensure safe operations during loading & unloading of freighters
• Assess cause of any delay & provide recommendations to supervisor for cause & solution
• Monitor acceptance & release of special cargo (animals, engine, vehicle, bulky shipment & odd-sized items)
• Coordinate activities in warehouse & conduct quality checks on cargo handling from CTO & RHO
• Any other reasonable task

Safety, Security and Compliance

• Ensure compliance to regulatory & internal safety, security, quality & procedural requirements
• Undertake quality check programmes established by Head Office & participate in audits
• May be designated Operational Duty Holder for the station
• Carry out responsibilities of a Dangerous Goods Coordinator as per agreed guidelines
• Emergency, Accident & Crisis Response responsibilities

Requirements

Academic qualifications

• Diploma in a relevant field

Knowledge, skills, training and experience

• Minimum 2 years’ experience in the cargo industry is an advantage
• Strong communication skills
• Natural customer service orientation
• Attentive to detail
• Knowledge of MS Word, Excel and PowerPoint

** Please note that we will only be able to contact candidates who have been shortlisted for further consideration. **

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.