Air Logistics Customer Care Specialist - Healthcare

  • £33000 - £39000
  • Heathrow
  • Permanent
We currently have a fantastic opportunity for an Air Logistics Customer Care Specialist - Healthcare to join our clients team in Heathrow

Your Role
The Customer Care Specialist will be part of a team within the Customer Care Location responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centres have all of the necessary information (including systematic information) to be able to execute on our customer behalf. The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with the Company, as well as documenting and investigating any deviations from the expected level of service provided. All of these activities are to be executed via Company Customer Care systems.

Your Responsibilities
Pro-actively advise and consult Customers to ensure satisfaction
Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint
Document, investigate and conduct root cause analysis on any deviations using Company systems
Develop and on-board new customers and additional lanes of business from existing customers
Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags
Inclusion and transfer of customer requirements into the Company systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about Deliverables
Field Complaint Calls, and provide problem resolution in alignment with stakeholders
Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Up-selling, and requisite follow up and closure

Your Skills and Experiences
A minimum of 2 years experience in airfreight in a customer service role
Ability to understand and execute new processes
Excellent knowledge of MS office features, especially excel
Understand & respect the company confidentiality and compliance regulations (Code of Conduct)
Strong affinity with required customer quality standards
Strong customer service orientation
Ability to communicate effectively
Conflict resolution skills
DG awareness

The hours are 9am to 5.30pm Monday to Friday

Salary between GBP33K and GBP36K depending on experience
Excellent benefits

* We are only able to accept applications from candidates with previous experience for this role.
If you do not hear from us your application has been unsuccessful.
Richard Edwards Operations Manager - Heathrow

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