[WC-695] Customer Support Unit Agent

Looking for a challenge in one of the world's largest airfreight logistics organisations? At IAG Cargo, we're in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche. As the logistics and cargo brand of International Airlines Group, you'll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling. As well as helping to keep the world's economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

The role:

CUSTOMER SUPPORT UNIT AGENT

The Customer Support Agent is performing a series of activities designed to enhance the level of customer satisfaction as well as increasing customer expectations within a specific time. These activities have been designed to provide commercial services support H12/365 to our Customers and Worldwide Stations. Any successful candidate must be willing to work shift hours including weekends.

What you'll do:

1. Provide Customer/agents tracing and queries support on shipments within all cargo network and Madrid's HUB that weren't shipped as booked.
2. Handle queries and provide resolutions to cargo queries, and Promise Rebooking recovery.
3. Monitor special cargo VCA and Critical products; origin, destination and transhipping Spain.
4. Manage telephone and email hotlines for handling requests, queries or incident calls.
5. Proactively inform clients about offloads.
6. Arrange authorizations of handling weapon permits with the Spanish Authorities.
7. Daily business of CSU department, according with process and procedures in place.

What you'll bring to IAG Cargo:

1. Passion for Customer Service, ability to upsell and strong negotiation skills.
2. Understanding of the impact of high level service delivery to the commercial organisation.
3. Disciplined in time management.
4. Excellent verbal and written skills.
5. Flexible and able to adapt to change in priorities.
6. Good relationship builder.
7. Ability to adapt and empathise with different audiences, including external customers or partners.
8. Strong communication skills (both written and verbal).
9. Able to work accurately and in great detail.
10. Strong customer advocacy.
11. Strong commercial and operational skills.
12. Knowledge of IAG Cargo Products portfolio.
13. Able to work as part of a team.
14. Patience and positivity.

Your experience:

1. Previous Customer Service experience.
2. Cargo and Airlines business processes.
3. Commercial and Operations experience.
4. Ability to work through change processes.

As this is a Spanish contract, applicants with Certificado de Discapacidad are actively encouraged to apply to this position.