Department: Cargo Operations & Commercial Sales

Experience Required: 1-3 Years (Experience with Aviation/Logistics degree considered)

1. Role Summary

The Customer Service and Reservation Agent (Air Cargo) serves as the primary point of contact for freight forwarders, commercial shippers and clients. This role is responsible for processing cargo reservations, managing flight capacity allocations, handling customer inquiries, issuing Air Waybills (AWB), and ensuring smooth coordination between cargo sales and airport ground operations to maximize cargo space utilization and maintain service excellence.

2. Key Responsibilities & Duties
- Cargo Reservations & Booking Management: Process cargo space bookings for freight forwarders and direct shippers via airline cargo reservation systems (e.g., CargoSpot, CHAMP, SkyChain, Mercator,I cargo).
- Capacity Optimization: Monitor space availability and flight schedules to optimize cargo load factors across freighter aircraft.
- Customer Support & Inquiry Resolution: Provide prompt rates, schedules, tracking details,



and shipment status updates to customers via telephone, email, and front-desk counters.
- Documentation & Compliance: Issue and verify Master Air Waybills (MAWB) and House Air Waybills (HAWB). Ensure complete adherence to IATA regulations, Dangerous Goods Regulations (DGR), customs clearance documents, and export/import compliance.
- Irregularity & Claims Handling: Manage tracking exceptions, offloaded shipments, delays, damaged cargo, or tracing lost shipments (ULD tracking), communicating proactively with affected clients.
- Billing & Rate Application: Apply accurate freight rates, fuel/security surcharges, and special handling fees. Prepare accurate billing instructions and collect payments where necessary.
- Cross-Functional Coordination: Coordinate seamlessly with GSA (General Sales Agent) partners to ensure timely cargo acceptance and uplift.

3. Key Performance Indicators (KPIs)
- Booking Accuracy and Spe

📌 Customer Service and Reservation Agent (Hyderabad)
🏢 Spiritus Consulting P
📍 Hyderabad