Customer Support Unit Supervisor
hace 4 semanas
Looking for a challenge in one of the world's largest airfreight logistics organisations? At IAG Cargo, we're in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche. As the logistics and cargo brand of International Airlines Group, you'll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling. As well as helping to keep the world's economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do. The role: Customer Support Unit Supervisor The Customer Support Supervisor is performing a series of activities designed to enhance the level of customer satisfaction as well as increasing customer expectations within a specific time. These activities have been designed to provide commercial services support H12/365 to our Customers and Worldwide Stations. Any successful candidate must be willing to work shift hours including weekends. What you'll do: Organize the work and ensure the fulfillment of the functions and objectives of the department. Assign and delegate duties to the team. Provide Customer/agents tracing and queries support on shipments within all cargo network and Madrid’s HUB that weren’t shipped as booked. Handle queries and provide resolutions to cargo queries and promise rebooking recovery. Monitor special cargo VCA and Premium products; origin, destination and transhipping. Manage telephone and email hotlines for handling requests, queries or incidents. Proactively inform clients about issues. Arrange authorizations of handling weapon permits with the Spanish authorities. Oversee daily business of CSU department, according to process and procedures. What you'll bring to IAG Cargo: 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 communication skills. Flexible and able to adapt to changes in priorities. Good relationship builder. Able to empathize with different audiences, including external customers or partners. 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. Able to manage multiple and sometimes conflicting tasks to a consistent standard/quality. 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 experience. Ability to work through change processes. As this is a Spanish contract, applicants with Certificado de Discapacidad are actively encouraged to apply to this position. What we offer: Wherever you work within IAG Cargo, you'll play a part in connecting people and countries and join a diverse and inclusive business that's making a difference to the future of aviation. Benefit from attractive and competitive rewards aligned to the local market and role. From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You'll also receive up to 30 discounted Hotline' airfares per year for yourself, friends, and family. Work with diverse colleagues in a business that truly values inclusion and diversity. Are valued for their ideas and opinions. Benefit from opportunities for development and progression. Are able to support communities across the world, and close to home. Work in an environment in which safety and wellbeing are paramount. Equity, Diversity and Inclusion Our recruitment procedures positively support our equity, diversity, and inclusion agenda. 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. Please advise us if you require any reasonable adjustments to take part in the recruitment process so we're able to remove any barriers that may present themselves.
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