Call Centre Agent Johannesburg

3 weeks ago


Heathrow, United Kingdom British Airways Full time

**This role is based in Johannesburg**

**Purpose of the Role**

**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 Accountabilities**
- 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.

We are one of the world's largest cargo carriers, come and be part of it.



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