Customer Support Unit Supervisor
hace 4 semanas
About the Role:
The Customer Support Unit Supervisor is a key position within our organization, responsible for enhancing customer satisfaction and increasing customer expectations within a specific timeframe. This role involves providing commercial services support 24/7 to our customers and worldwide stations.
Key Responsibilities:
- Organize work and ensure the fulfillment of departmental functions and objectives.
- Assign and delegate duties to Customer Contact Agents.
- Provide customer and agent tracing and queries support on shipments within our cargo network and Madrid's HUB.
- Handle queries and provide resolutions to cargo queries and promise rebooking recovery.
- Monitor special cargo VCA and Premium products, including origin, destination, and transhipping.
- Manage telephone and email hotlines for handling requests, queries, or incidents.
- Proactively inform clients about relevant updates.
- Arrange authorizations of handling weapon permits with the Spanish authorities.
- Oversee daily business of the CSU department, according to processes and procedures.
Requirements:
- Passion for customer service and ability to upsell.
- Understanding of the impact of high-level service delivery to the commercial organization.
- Disciplined time management and excellent verbal and written communication skills.
- Flexible and able to adapt to changes in priorities.
- Good relationship builder and ability to empathize with different audiences.
- Strong customer advocacy and commercial and operational skills.
- Knowledge of IAG Cargo Products portfolio and ability to work as part of a team.
- Patience and positivity, with the ability to manage multiple and conflicting tasks to a consistent standard/quality.
Qualifications:
- Education to A Level standard or equivalent.
- English and Spanish essential.
About You:
- Previous customer service experience.
- Knowledge of cargo and airlines business processes.
- Experience in commercial and operations.
- Ability to work through change processes.
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