We currently have a fantastic opportunity for an Air Logistics Customer Care Specialist to join our clients team in Heathrow
The Customer Care Specialist will be part of a team within the Customer Care Location (CCL) 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 (OCCs) 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.
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
Experience in freight forwarding with key focus on airfreight exports
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
Good Reasons to Join
If you would like to become a valued member of our team then we will also make sure that youre rewarded for your commitment and expertise. We are offering a competitive salary 23 days holiday plus bank holidays, You will also have the opportunity to join the contributory Company pension plan and benefit from our Rewards scheme which offers discounts and savings on a wide range of high street or internet goods and services.
The hours are 9am to 5.30pm Monday to Friday
Salary is up to GBP29,000 based on experience
* 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.