Job Description
We are a passionate team working out of the IAG Cargo Headquarters, on a 24/7 shift basis, providing customer care across the IAG network for our premium products. You will be contacting our customers through the use of emails, and phone calls. In this role, you will be accountable for the quoting, booking and monitoring of our worldwide Critical shipments, delivering a quick and effective service, the service delivery of our wider product portfolio, playing a key communicative role in operational performance, continuous improvement and the recovery of any service failures. As part of the role you will be required to confidently use a variety of company systems to access information regarding shipments and provide progress updates from the point of acceptance to delivery at final destination.
As part of our workforce, you will receive a competitive salary as well as access to a variety of our excellent benefits including Bonus, 26 days holiday, DC pension scheme, flight benefits, good development prospects and the opportunity to be included in the annual incentive scheme.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Detailed tracking of Critical shipments from point of acceptance to delivery at final destination
High level monitoring of other shipments at key stages of their journey for enhanced performance
Respond to all customer emails and calls within agreed timescales
Work closely with IAG Cargo Revenue Management teams to provide accurate and timely Critical quotations
Accountable for finding and booking the quickest end to end solution for Critical customers
Ensure the highest standards of customer service in order to maximise customer satisfaction and improved retention
Collaborate effectively with internal stakeholders and provide feedback to improve operational performance and customer response times
Build a strong rapport with customers and colleagues within IAG Cargo alike
Take accountability for the delivery of key projects as required. Undertake ad hoc tasks to improve internal efficiencies
Accountable for out of hours representation of the management team
Effective recovery of delayed or offloaded Critical and non-Critical shipments
Ensure all areas of non-compliance are reported in line with corporate guidelines
Achieve targets set around Customer advocacy, Operational performance, Colleague engagement and Revenue
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