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Cargo Services Officer - Vietnam

  • Cargo Operations
  • Hanoi, Vietnam
  • Cathay Pacific
  • Application Deadline

Reports to: Cargo Duty Manager / Cargo Services Supervisor
Department: Cargo (CGO)


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 and bookings whilst providing exemplary customer service
  • Provide timely vendor notification for on time and delayed flights
  • Provide timely shipment status updates to customers
  • Help to manage Ground Handling Agent performance and provide guidelines and instructions
  • Support the established performance targets through operational oversight and participation


Administrative Support

  • 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
  • Any other reasonable task as requested

Ramp Coordinator (RCO) - note typically for Freighter ports so may not be applicable for every Cargo Services Officer role

  • Monitor and ensure the required procedures are properly carried out by Ramp Handling Operator and the Cargo Terminal Operator particularly for special cargo, movement of in/out cargo and mail units on an ad-hoc basis, loading and unloading of freighter, etc.
  • Monitor the optimisation of space utilisation for loaded Unit Load Devices and the belly of freighters
  • Ensure aircraft searches required by the Security Programme are conducted prior to loading
  • Maintain good communications with captain-in-command, Ramp Handling Operator, Cargo Terminal Operator and the Cargo Office
  • Liaise closely with the Cargo Office to provide up to date information of freighter positioning when there is disruption of schedule
  • Quickly resolve issues on the ramp as required
  • Ensure safe operations are maintained at times particularly during loading and unloading of freighters
  • Assess the cause of any delay and provide recommendations to the immediate supervisor on accountability for the cause and solution
  • Monitor the acceptance and release of such special cargo as animals, engine, vehicle, bulky shipment, and odd-sized items
  • Coordinate the activities in the warehouse and conduct quality checks on cargo handling from the Cargo Terminal Operator and the Ramp Handling Operator
  • 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 the Emergency and Accident role as required
  • May be designated Operational Duty Holder for the station as required


E & A

  • Emergency and Accident and Crisis Response responsibilities as required


Academic qualifications

  • Holding Bachelor Degree is an advantage


Knowledge, skills, training and experience

  • Minimum 2 years’ experience in the cargo industry is an advantage
  • Strong communication skills
  • Good English speaking/ reading and writing skills
  • Can work in shift, especially night-shift (3-4 nights/ week)
  • Can work in hazardous environment (ramp side, outdoor (high temperature, raining), heavy noise,…)
  • Willing to work in airport area
  • Natural customer service orientation
  • Attentive to detail
  • Knowledge of MS Word, Excel and PowerPoint Adapts to and embraces constant change

Key Competencies

  • Analysis and Problem Solving
  • Planning and Organising
  • Customer Focus
  • Accountability
  • Teamwork and Building Partnerships
  • Interpersonal Effectiveness

Application deadline: 01 February 2021

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.

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