Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for customers and colleagues alike.

About the role

The Commercial Support Agent is performing a series of activities designed to enhance the level of customer´s satisfaction as well as increasing customer´s expectation within a
specific time.These activities have been designed to provide commercial services support H12/365 to our Customers and Worldwide Stations.
Any successful candidate must be willing to work shift hours including weekends.

What you’ll do

• Provide Customer/agents tracing and queries support on shipments within all cargo
  network and Madrid´s – HUB that weren´t shipped as booked.
• Handle queries and provide resolutions to cargo queries, and Promise Rebooking
  recovery.
• Monitoring special cargo VCA and Critical products; origin, destination and transhipping Spain.
• Telephone and email hotlines for handling requests, queries or incident calls.
• Proactive actions informing clients about offloads.
• Arrange authorizations of handling weapon permits with the Spanish Authorities.
• Daily business of CSU department, according with process and procedures in place.

What you’ll bring to IAG Cargo:

• Previous Customer Service experience
• Cargo and Airlines business processes
• Commercial and Operations
• Ability to work through change processes

Skills and Experience:

• Passion for Customer Service, ability to upsell and strong negotiation skills
• Understands the impact of high level service delivery to the commercial organisation
• Disciplined in time management
• Excellent verbal and written skills
• Flexible and able to adapt to change in priorities
• Good relationship builder
• Ability to adapt and empathise with different audiences, and potentially including external customers or partners
• Strong communication skills (both written and verbal)
• Able to work accurately and in great detail
• Strong customer advocacy
• Strong commercial and operational skills
• Knowledge if IAG Cargo Products portfolio
• Able to work as part of team
• Patience and positivity

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.

As well as a competitive salary, bonus, we offer a range of benefits to support our colleagues, which include:

• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.
• All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses
• For health and wellbeing we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders
• Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at work

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.