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Cargo Customer Service Executive

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Virgin Atlantic

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Location:
United Kingdom , Hounslow

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Contract Type:
Not provided

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Salary:

30000.00 GBP / Year

Job Description:

As our Executive – Cargo Customer Service, you’ll be the frontline expert supporting our US East Coast operation from the UK, handling complex and high-value cargo bookings. From pharmaceuticals to luxury vehicles and interline shipments, you’ll manage specialist customer needs with precision, empathy, and commercial awareness. This role plays a key part in extending our global coverage, giving you exposure to international markets while working closely with Sales, Revenue Optimisation, and Operations teams to deliver a seamless customer experience. You’ll be part of a collaborative UK-based team, benefiting from strong onboarding, support, and development, while contributing directly to revenue performance and customer satisfaction.

Job Responsibility:

  • Manage specialist bookings and quotes for UK and US customers, including high-value and sensitive shipments
  • Handle escalated customer queries and VIP accounts with professionalism and care
  • Negotiate rates for complex shipments in collaboration with Revenue Optimisation and Sales teams
  • Ensure compliance with IATA, Dangerous Goods, and GDP regulations
  • Support customers in using online booking platforms and troubleshoot booking issues
  • Drive customer satisfaction by resolving service failures and prioritising high-impact accounts

Requirements:

  • Amazing customer service skills and proven experience in a customer-facing role
  • Previous cargo, contact centre, or sales experience (desirable)
  • Understanding of freight forwarding and cargo revenue management
  • Excellent communication, negotiation, and relationship-building skills
  • Strong organisational skills and attention to detail
  • PC literacy and familiarity with booking systems and CRM tools

Nice to have:

Previous cargo, contact centre, or sales experience

What we offer:
  • £5,800 shift allowance
  • Sales Incentive Plan Bonus

Additional Information:

Job Posted:
April 02, 2026

Expiration:
April 08, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
Job Link Share:

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