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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 ́s satisfaction as well as increasing customer ́s expectation 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
Provide Customer/agents tracing and queries support on shipments within all cargo network and Madrid ́s – HUB that weren ́t shipped as booked.Handle queries and provide resolutions to cargo queries, and Promise Rebooking recovery.Monitoring special cargo VCA and Critical products; origin, destination and transhipping Spain.Telephone and email hotlines for handling requests, queries or incident calls.Proactive actions informing clients about offloads.Arrange authorizations of handling weapon permits with the Spanish Authorities.Daily business of CSU department, according with process and procedures in place.
Skills
What you'll bring to IAG Cargo:
Passion for Customer Service, ability to upsell and strong negotiation skillsUnderstands the impact of high level service delivery to the commercial organisationDisciplined in time managementExcellent verbal and written skillsFlexible and able to adapt to change in prioritiesGood relationship builderAbility to adapt and empathise with different audiences, and potentially including external customers or partners Strong communication skills (both written and verbal)Able to work accurately and in great detail Strong customer advocacyStrong commercial and operational skillsKnowledge if IAG Cargo Products portfolioAble to work as part of teamPatience and positivity
Qualifications
Education to A Level standard or equivalentEnglish & Spanish essential
Your Experience
Previous Customer Service experienceCargo and Airlines business processes Commercial and Operations Ability to work through change processes
What We Offer
Wherever you work within IAG Cargo, you'll play a part in connecting people and countries and join a diverse and inclusive business that's making a difference to the future of aviation.
Colleagues Working For IAG Cargo
Benefit from attractive and competitive rewards aligned to the local market and role.From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.Work with diverse colleagues in a business that truly values inclusion and diversity.Are valued for their ideas and opinions.Benefit from opportunities for development and progression.Are able to support communities across the world, and close to home.Work in an environment in which safety and wellbeing are paramount.
Equity, Diversity and Inclusion
Our recruitment procedures positively support our equity, diversity, and inclusion agenda.
All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.
Please advise us if you require any reasonable adjustments to take part in the recruitment process so we're able to remove any barriers that may present themselves.
To apply for the position of Customer Support Agent, please use the 'apply now' function.
