Customer Support Specialist
hace 3 semanas
About Us:
At British Airways, we are dedicated to providing exceptional logistics solutions across the globe. Our operations span a diverse range of cargo, ensuring that we meet the unique needs of our customers, whether it's vital medical supplies or luxury goods.
The Role:
Customer Support Unit Agent
The Customer Support Unit Agent plays a crucial role in enhancing customer satisfaction and exceeding expectations within a defined timeframe.
This position is designed to deliver comprehensive commercial service support around the clock to our customers and global stations.
Successful candidates must be prepared to work flexible hours, including weekends.
Key Responsibilities:
- Assist customers and agents with tracing and inquiries regarding shipments across our entire cargo network.
- Resolve cargo-related queries and manage Promise Rebooking recovery processes.
- Monitor special cargo, including VCA and critical products, ensuring compliance from origin to destination.
- Manage telephone and email hotlines for requests, inquiries, or incident reporting.
- Proactively inform clients about any offloads or changes in their shipments.
- Coordinate the authorization of handling weapon permits with relevant authorities.
- Oversee daily operations within the CSU department, adhering to established processes and procedures.
What You Bring:
Skills:
- A strong passion for customer service, with the ability to upsell and negotiate effectively.
- Understanding of the importance of high-quality service delivery to our commercial operations.
- Excellent time management skills and attention to detail.
- Strong verbal and written communication abilities.
- Flexibility to adapt to changing priorities.
- Proficient in building relationships with various stakeholders.
- Ability to empathize with diverse audiences, including external customers.
- Demonstrated customer advocacy and operational skills.
- Knowledge of British Airways' cargo product portfolio.
- Team-oriented mindset with a positive attitude.
Qualifications:
- 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.
- Experience in commercial and operational environments.
- Able to navigate through change processes effectively.
What We Offer:
At British Airways, you will be part of a dynamic team that connects people and places, contributing to a diverse and inclusive workplace that values your input and ideas.
Our employees enjoy:
- Competitive rewards aligned with market standards.
- Access to excellent staff travel benefits, including standby tickets on British Airways and partner airlines.
- Opportunities for professional development and career progression.
- A supportive environment prioritizing safety and well-being.
Equity, Diversity, and Inclusion:
We are committed to fostering an inclusive recruitment process that values diversity. All candidates are evaluated based on their qualifications and experience, ensuring fairness and consistency throughout.
If you require any adjustments during the recruitment process, please let us know so we can accommodate your needs.
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