Customer Support Unit Agent

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo we are in the business of moving things. From antibiotics to groundbreaking tech, gold bullion to avocados and everything in between. We move cargo that positively impacts society worldwide. Whatever people need, wherever they are. At IAG Cargo we open the skies and fly the world to bring people the things they really need.  

About the role

The Commercial Support Agent is performing a series of activities designed to enhance the level of customer´s satisfaction as well as increasing customer´s expectation within a specific time.

These activities have been designed to provide commercial services support 365 to our customers, key stakeholders/partners and worldwide stations.

What you’ll do

• Provide customer/agents tracing and queries support on shipments within all cargo network, ensuring timely responses and effective resolution.

• Dealing with telephone hotline and case management platform for handling requests, queries or incidents, providing information of shipments and discrepancies to allow recovery promised rebooking.

• Monitoring special cargo traffics and premium products.

• Arrange approvals, ‘ok to forward’ and services with partners regarding premium and special handling products.

• Coordinate with other departments to meet customer expectations.

• Proactive actions informing customers about offloads and other operational disruptions.

• Daily business of CSU department according to process and procedures in place.

It's all about you

What you’ll bring to IAG Cargo:

• Passion for Customer Service and strong customer advocacy.

• Understands the impact of high level service delivery to the commercial organization.

• Strong communication and empathy skills.

• Disciplined in time management.

• Flexible and able to adapt to change in priorities.

• Good relationship builder.

• Ability to adapt and empathize with different audiences, potentially including external customers and partners.

• Able to work accurately and in great detail.

• Strong commercial, operational and negotiation skills.

• Knowledge of IAG Cargo Product portfolio.

• Able to work as part of a team.

• Patience and positivity.

Skills and Experience:

• Education to A Level standard or equivalent.

• English & Spanish (both written and verbal).

• Willing to work shift hours including weekends and bank holidays.

• Previous Customer Service experience.

• Cargo and airlines business processes.

• Ability to work through change processes.

We’ll treat you right

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.

As well as a competitive salary, bonus, we offer a range of benefits to support our colleagues, which include:

• A hybrid environment with 3 days a week in the office and two from home.

• Flexible Public Holidays: Enjoy the flexibility to swap statutory public holidays for days off that suit your schedule better, ensuring you have time to relax when it’s most convenient for you (individuals not on shift)

• Professional Development: We provide access to LinkedIn Learning and Rosetta Stone Language courses, empowering you to expand your skills and knowledge at your own pace .

• Co-Paid Life Insurance: Secure your peace of mind with our life insurance policy

• Pension Contributions: Plan for your future with the Loreto Pension Mutual Fund.

• Annual Leave Entitlement: you will be entitled to 26 days of holiday each year.

• Other benefits: Work up to 20 days a year from almost anywhere, staff travel perks.

Diversity and Inclusion

Our recruitment procedures positively support our 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.

Salary: €26671

Benefits: A comprehensive package including bonuses and additional perks.