Customer Support Specialist

hace 3 semanas

Madrid, Madrid, España British Airways A tiempo completo

About Us:

At British Airways, we pride ourselves on being a leading name in the airfreight logistics sector. Our mission is to facilitate the movement of a diverse range of goods, ensuring that essential items reach their destinations promptly and efficiently.

Role Overview:

The Customer Support Unit Agent plays a vital role in enhancing customer satisfaction and managing expectations effectively. This position is crucial for delivering commercial service support around the clock to our clients and global stations.

Key Responsibilities:

  • Assist customers and agents with tracing and inquiries regarding shipments within our cargo network.
  • Resolve cargo-related queries and manage Promise Rebooking recovery.
  • Monitor special cargo and critical products, ensuring smooth operations from origin to destination.
  • Manage telephone and email communications for requests, inquiries, or incident reporting.
  • Proactively inform clients about offloads and other relevant updates.
  • Coordinate the authorization of handling permits with relevant authorities.
  • Oversee daily operations of the CSU department in accordance with established processes.

Qualifications and Skills:

  • A passion for customer service, with strong negotiation and upselling abilities.
  • Understanding of the significance of high-quality service delivery.
  • Excellent time management and organizational skills.
  • Strong verbal and written communication skills.
  • Flexibility to adapt to changing priorities.
  • Ability to build positive relationships with diverse audiences.
  • Detail-oriented with a strong customer advocacy mindset.
  • Knowledge of British Airways cargo products is advantageous.
  • Team player with a positive attitude.
  • Education to A Level standard or equivalent.
  • Fluency in English and Spanish is essential.

Your Experience:

  • Previous experience in customer service roles.
  • Familiarity with cargo and airline business processes.
  • Understanding of commercial and operational functions.
  • Ability to navigate change effectively.

What We Offer:

At British Airways, you will be part of a dynamic and inclusive environment where your contributions are valued. We offer competitive rewards aligned with market standards, along with exceptional staff travel benefits. You will have the opportunity to work alongside diverse colleagues and engage in professional development and progression opportunities.

Equity, Diversity, and Inclusion:

We are committed to promoting equity, diversity, and inclusion in our recruitment processes. All candidates are evaluated based on their qualifications and suitability for the role, ensuring a fair and consistent approach.

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