CSU Agent

Are you passionate about delivering exceptional customer service in a fast-paced logistics environment?

As a CSU Agent at British Airways, you will play a vital role in enhancing customer satisfaction and increasing customer expectations within a specific timeframe.

Key responsibilities include:

• Providing customer and agent tracing and queries support on shipments within the cargo network and Madrid HUB.
• Handling queries and providing resolutions to cargo queries, and Promise Rebooking recovery.
• Monitoring special cargo VCA and Critical products; origin, destination, and transhipping Spain.
• Telephone and email hotlines for handling requests, queries, or incident calls.
• Proactive actions informing clients about offloads.
• Arranging authorizations of handling weapon permits with the Spanish Authorities.
• Daily business of the CSU department, according with process and procedures in place.

What you'll bring to British Airways:

Skills

• Passion for customer service, ability to upsell, and strong negotiation skills.
• Understanding the impact of high-level service delivery to the commercial organisation.
• Disciplined in time management.
• Excellent verbal and written skills.
• Flexible and able to adapt to change in priorities.
• Good relationship builder.
• Ability to adapt and empathise with different audiences, and potentially including external customers or partners.
• Strong communication skills (both written and verbal).
• Able to work accurately and in great detail.
• Strong customer advocacy.
• Strong commercial and operational skills.
• Knowledge of IAG Cargo Products portfolio.
• Able to work as part of a team.
• Patience and positivity.

Qualifications

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

Your experience:

• Previous customer service experience.
• Cargo and Airlines business processes.
• Commercial and Operations.
• Ability to work through change processes.

At British Airways, we offer a range of benefits, including attractive and competitive rewards, staff travel benefits, and opportunities for development and progression.

We value diversity and inclusion and are committed to creating a workplace that is welcoming and inclusive for all employees.

Please note that all candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently, and have their individual needs responded to throughout the process.