Call Centre Agent

6 months ago

Johannesburg, South Africa British Airways Full time

**CALL CENTRE AGENT - JOHANNESBURG**

**THE ROLE**

The role of the call centre agent is to ensure that the professionalism of IAG Cargo is upheld at all times. Making sure that all of our freight forwarding customers are managed in an appropriate manner and that their cargo bookings are made swiftly with the best customer service that can be provided. The call centre agent is responsible for outgoing sales calls in order to drive additional revenue on higher yielding products and to ensure that the flights depart South Africa with the maximum amount of revenue on board.

**KEY DUTIES**
- Proactively offer customer products and services that will add value to their experience.
- Promote high yielding revenue shipments and maximize revenue uplift by correct planning of the aircraft as well as pushing for additional cargo to gain further market share from the SME customers.
- Promote online channels as a must for customers.
- Identify customer needs and provide alternative solutions.
- Provide full customer service support, and follow up on shipment queries.
- Remain motivated and focussed on achieving both individual, and call centre targets and objectives.
- Explore opportunities for growing Premium products and business, making full use of IAGC’s network.
- Own personal development and various opportunities to develop skills to maximise performance.
- Provide quality service at all times and strive to offer customers a one-stop-shop experience.
- Support Sales Team in providing day to day support for Account Managers’ territories of customers.
- Act as a fast and reliable liaison between customers and Account Managers.
- Handle each call as a ‘’sales opportunity’’, and ensure best standards of customer service whether this would be an inbound or outbound call.
- Take responsibility to ensure that every booking conforms to IAGC requirements. Be ready to answer to any instance of non-conformance, and implement corrective action.
- Monitor and action queues promptly and efficiently.
- Liaise closely with GHA staff and provide clear instructions around flight planning, and ensure that customers remain fully advised of booking details of their shipments.
- Keep flight plans up to date until departure to ensure maximum capacity utilized on flights.
- Track and trace shipments as required and ensure that any offloads are rebooked within the specified time frame.
- Maximise upselling opportunities as agreed with account managers and call centre supervisor.
- Ensure procedures followed as per IAGC SOPs.
- Proactively contribute to team meetings.
- Complete Salesforce entries for each call, to provide an overview of sales opportunities across the network.
- Build relationships with customers over the telephone, and seek opportunities to drive sales.
- Manage the booking process for specialised products including VAL, HUM, AVI, and DG.
- Drive customer support through the Forward Rewards programme with outbound calls to drive this.
- Follow up on queries in a timely fashion to ensure the best possible customer service experience.

**KEY STAKEHOLDERS**

**Internal**
- Contact with colleagues from call centre, account managers, Area Commercial Manager, GHA staff.
- Contact with other departments including customer service and Revenue Management

**External**
- An extensive range of customers, to be able to support excellent service through different channels.

***

**PERSON SPECIFICATION**
- Customer focused and an excellent listener, able to qualify and understand customer requirements.
- Displays a ‘’can do attitude’’ at all times, and focused on finding, and offering solutions.
- Engaging personality with aptitude for developing and maintaining strong relationships.
- Strong team player, always open and willing to share information with others.
- Results focused, and self-motivated to deliver against defined targets.
- Honest, transparent, and acts with full integrity at all times.
- Self-motivated to reflect and challenge own performance, and to seek self-improvement.
- Flexible approach to working and willing to travel.
- Persuasive communicator and ability to influencing others.
- Resilient character and strong attention to detail.
- Displays professional and personal standards - punctual, professional appearance, effective verbal and written communication skills.

**QUALIFICATIONS**
- Excellent written and spoken English.
- Matric

**EXPERIENCE**
- Proven negotiation skills and ability to overcome objections.
- Experience in cargo commercial areas is a preference.
- Proven ability to make logical decisions based on numerical analysis.
- Experience in managing conflicting and changing demands of a high pressure working environment.
- Proven ability to communicate effectively within a commercial setting, both in writing and verbally.

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