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Customer Service Agent

Job Expired

Hounslow, England

Job Overview

UP TO 31K DEPENDANT ON EXPERIENCE

JOB DESCRIPTION

Job Title: Customer Service Agent
Responsible to: Customer Service Manager
Division / Line of Business: Operations
Location: London Heathrow

MAIN JOB OBJECTIVE

The Customer Service Agent, under the guidance of the Customer Service Manager, will respond to all day-to-day queries from customers, agents and freight forwarders whilst providing excellent customer service to ensure customers have a positive experience. This role will also provide
support with billing, contract review and commercial activities within the company.

JOB RESPONSIBILITIES

  • Respond to all customer, agent, and freight forwarders queries, either via email or phone, providing great customer service and efficient customer support.
  • Build relationship and liaise with operational employees to ensure effective communication, with the aim of raising all customer and agent queries quickly, and keeping customers informed on queries resolution.
  • Understand operational processes to ensure queries are communicated to the right employees and resolved in the right way.
  • Support the Customer Service Manager in the creation of reports and analytics by gathering and submitting accurate customer service and billing data.
  • Show pro activeness and resilience in responding to queries and supporting customers consistently.
  • Manage a high volume of calls and emails remaining calm and focusing on customer experience.
  • Liaising with ABS system and the Customer Service Manager on a regular basis to coordinate billing setup / queries / changes.
  • Conduct audits on airline contract set up and changes.

This is not an exhaustive list of responsibilities and you may be required to complete any other reasonable tasks when required.

REQUIREMENTS

  • Basic knowledge if air freight
  • Ability to manage high volumes of emails and phone calls.
  • Basic IT skills and familiarity with basic IT equipment (laptop, phone, emails)
  • Passion for customer service and communication

Job Types: Full-time, Permanent

Salary: £30,999.00-£31,000.00 per year

Benefits:

  • Company events
  • Company pension
  • Cycle to work scheme
  • On-site parking
  • Wellness programmes

Schedule:

  • 10 hour shift
  • 12 hour shift
  • 8 hour shift

Experience:

  • Customer Service: 1 year (required)
  • Air Freight: 1 year (preferred)

Work authorisation:

  • United Kingdom (required)

More Information

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