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Customer Service Executive

3 months ago

Crawley, West Sussex, United Kingdom Virgin Atlantic Full time

Customer Service Executive - Staines, Surrey/Crawley, West Sussex

Hours: 37.5hr/shift to cover Monday to Friday 8.00am - 6.30pm and Saturday 8:00 - 4pm (one in 8 approx) including bank holidays

Location: Hybrid 3 days a week in either our Cargo Facility at Dnata City East TW19 7LN or Virgin Atlantic HQ Crawley RH10 9DF every Thursday will be required at our Cargo office.

Contract: 12 month Secondment/FTC

Closing Date: Sunday, 23 June 2024, with first stage telephone interviews planned to take place Wednesday, 26 June

In a nutshell

Do you want to work for Virgin Atlantic Cargo alongside our Joint Venture partners - Delta and Air France KLM? If so, we think you would love this role

Virgin Atlantic Cargo is a £170m business connecting retailers, manufacturers, and growers with their consumers worldwide. We are a 'business within a business' passionate about contributing towards Virgin Atlantic's overall revenue. Our teams across the globe are the crucial ingredient in separating us from the rest, building our reputation for excellence and outstanding service delivery.

This exciting role is responsible for all UK, email and digital transactions for bookings, quotations, interline, trucking and general enquiries ensuring both individual and departmental interactional and transactional targets are met. These targets include, but are not limited to, productivity, revenue generation and customer happiness.

Day to day

  • Create, quote, amend and provide advice for all cargo reservations, including specialist products including hazardous goods. These include but are not limited to the transportation of Human remains, pharmaceutical products, and high value or vulnerable shipments.
  • Working directly with customers via phone and email to produce quotes, bookings and provide advice for all shipment commodities in accordance with GDP guidelines.
  • Respond to requests for prices on all shipments within the set KPI's, work with Revenue optimisation to calculate rates based on shipment details where preferred rates are not loaded. Upsell to premium products to help increase revenue or where space is limited.
  • Work with sales managers and revenue optimisation for ad hoc rates on larger or more dense shipments, negotiating on space and rates.
  • Respond to and provide resolution to simple customer complaints or service failures, ensuring they are escalated where appropriate.
  • Ensure that VIP customers are given a priority service to email generated queries.
  • Prioritise key customers based on NPS feedback to ensure that customer experince scores increase.
  • Building relationships with customers as you will sometimes speak to the same person several times a day.

    About you

    Do you have an appetite to learn, and build relationships with our cargo customers? Do you love providing standout experiences for internal and external partners? Then this could be the role for you

    Alongside the above we're looking for the following to be successful in your application:

    • Outstanding customer service skills with proven customer service experience.
    • Previous cargo experience desirable.
    • An understanding of Freight forwarding and Cargo Revenue Management.
    • Previous contact centre and/or sales experience would be advantageous.
    • Excellent interpersonal, communication and relationship building skills.
    • A team player who has strong attention to detail.
    • Excellent proficiencies in Excel, teams, outlook and other Microsoft applications.

      Does the above sound like you? Then we'd love to hear from you

      Be yourself

      Our customers come from all walks of life and so do our colleagues. That's why we're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

      To make your journey with us accessible and individual to you, we encourage you to let us know if you'd like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ) feeling confident that we've got your individual considerations covered.