CSU Agent

About the Role:

We are seeking a skilled Customer Support Unit Agent to join our team at British Airways.

The Customer Support Agent will perform a series of activities designed to enhance the level of customer satisfaction as well as increasing customer expectation within a specific time.

These activities have been designed to provide commercial services support 24/7 to our customers and worldwide stations.

The successful candidate must be willing to work shift hours, including weekends.

Key Responsibilities:

1. Provide customer/agent tracing and queries support on shipments within all cargo network and Madrid's HUB that weren't shipped as booked.
2. Handle queries and provide resolutions to cargo queries, and promise rebooking recovery.
3. Monitor special cargo VCA and critical products; origin, destination, and transhipping Spain.
4. Telephone and email hotlines for handling requests, queries, or incident calls.
5. Proactive actions informing clients about offloads.
6. Arrange authorizations of handling weapon permits with the Spanish Authorities.
7. Daily business of CSU department, according with process and procedures in place.

Requirements:

1. Passion for Customer Service, ability to upsell and strong negotiation skills.
2. Understanding the impact of high-level service delivery to the commercial organization.
3. Disciplined in time management.
4. Excellent verbal and written skills.
5. Flexible and able to adapt to change in priorities.
6. Good relationship builder.
7. Ability to adapt and empathize with different audiences, and potentially including external customers or partners.
8. Strong communication skills (both written and verbal).
9. Able to work accurately and in great detail.
10. Strong customer advocacy.
11. Strong commercial and operational skills.
12. Knowledge of IAG Cargo Products portfolio.
13. Able to work as part of a team.
14. Patient and positive.

Qualifications:

1. Education to A Level standard or equivalent.
2. English & Spanish essential.

About the Team:

You will be part of a diverse and inclusive business that values equity, diversity, and inclusion.

We offer attractive and competitive rewards aligned to the local market and role, including staff travel benefits, opportunities for development and progression, and the ability to support communities across the world.