Customer Support Unit Supervisor

hace 4 semanas


Madrid, Madrid, España British Airways A tiempo completo

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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