Cargo Customer Service Adviser – DEL TEST

Our Cargo Contact Centre is where relationships are built, revenue is protected and our brand truly comes to life. As a Cargo Customer Service Advisor, you’ll be at the heart of our customer experience in Delhi, ensuring every interaction reflects the quality, care and commercial focus Virgin Atlantic is known for. You’ll manage bookings, provide quotations and support customers across a range of cargo needs - from everyday shipments to specialist products. Along the way, you’ll balance service excellence with commercial awareness, helping drive revenue, improve conversion and deliver against key performance targets. This is a fast-paced, people-focused role where no two conversations are the same and where your ability to build relationships and solve problems really makes a difference.

• Managing cargo bookings end-to-end, including creating, amending and advising on shipments across a range of products and specialist commodities.
• Responding to customer enquiries via phone and email, providing accurate quotations and guidance in line with pricing and GDP guidelines.
• Negotiating rates and identifying opportunities to upsell premium products, supporting revenue and conversion targets.
• Resolving customer queries and complaints with care and professionalism, escalating where needed and prioritising key customers.
• Supporting track and trace requests, providing timely updates and proactive communication to enhance customer experience.
• Following up on sales leads and quotes through outbound calls, promoting products and keeping customers informed of any operational changes.

You’re a confident and customer-focused communicator who enjoys building relationships, working at pace and finding solutions that balance great service with commercial results.

• You have strong customer service experience, ideally within a contact centre, cargo or sales environment
• You communicate clearly and professionally, with the ability to influence, negotiate and build lasting relationships
• You’re highly organised, with strong attention to detail and the ability to manage your workload effectively
• You bring commercial awareness, understanding how your actions support revenue, conversion and customer satisfaction
• You’re comfortable using systems and technology, with good PC skills and a willingness to learn cargo processes and guidelines

Experience in cargo, freight forwarding or revenue management is a plus. If this sounds like you, and you would like to unlock your potential with us, we would love to hear from you!

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong. To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (recruitment@fly.virgin.com) feeling confident that we’ve got your individual considerations covered.

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here