British Airways | Call Centre Agent

THE ROLE

The call center agent’s responsibility is to make sure IAG Cargo maintains its professionalism at all times. ensuring that each and every one of our freight forwarding clients is handled appropriately, that their cargo reservations are completed quickly, and that they receive the greatest possible customer care. In order to increase revenue on higher yielding items and guarantee that the planes leave South Africa with the most amount of income on board, the call center representative is in charge of making outbound sales calls.

KEY DUTIES

• Offer clients goods and services in a proactive manner that will improve their experience.
• Encourage shipments that generate high yields of revenue and optimize revenue uplift by properly scheduling the aircraft and advocating for more cargo to increase market share from SME clients.
• Emphasize the importance of internet platforms for clients.
• Determine the demands of the client and offer substitute options.
• Answer all questions about shipments and offer complete customer assistance.
• Sustain your drive and concentration to meet your goals and those of the call center.
• Examine ways to expand Premium offerings and business while utilizing the IAGC network to the fullest.
• personal growth as well as numerous chances to acquire abilities to increase performance.
• Always deliver high-quality service, and make an effort to give them a one-stop shopping experience.
• Help the sales team in supporting the account managers’ daily customer territories.
• Serve as a prompt and dependable point of contact for clients and account managers.
• Whether it is an incoming or outgoing call, treat every call as a “sales opportunity” and provide the highest caliber of customer care.
• Assume accountability for guaranteeing that every reservation complies with IAGC regulations. Prepare a response for any non-conformance situation and take appropriate action.
• Queues should be observed and handled quickly and effectively.
• Maintain close communication with GHA personnel, give precise directions for flight planning, and make sure that clients are kept fully informed about the specifics of their shipments’ bookings.
• To ensure that all available space is used on flights, keep flight plans current until the point of departure.
• As needed, monitor and trace shipments, and make sure that any offloads are rescheduled within the allotted time.
• Maximize upselling chances in accordance with the supervisor of the call center and account managers.
• Ensure that the IAGC SOPs are followed in all procedures.
• Participate actively at team meetings.
• Fill up the Salesforce records for every conversation to give a network-wide summary of sales prospects.
• Establish rapport with clients over the phone and look for ways to increase revenue.
• Help promptly with reservations made by phone and email while guiding clients to use online channels.
• Oversee the reservation process for specialized goods such as DG, HUM, AVI, and VAL.
• Utilize the Forward Rewards program to increase customer support by making outbound calls.
• In order to provide the most possible customer service, promptly follow up on inquiries.

KEY STAKEHOLDERS

Internal

• communication with GHA employees, account managers, area commercial manager, and call center coworkers.
• Interaction with many divisions, such as Revenue Management and Customer Service

External

• a wide spectrum of clients in order to provide superior service via various channels.

PERSON SPECIFICATION

• A strong listener with a customer-focused approach, capable of identifying and comprehending their needs.
• has a “can do” mentality at all times and is committed to identifying and providing answers.
• engaging personality with a talent for creating and preserving solid bonds with others.
• strong team player that is always approachable and eager to impart knowledge.
• Self-motivated and results-oriented, able to meet predetermined goals.
• Reliability, openness, and complete integrity at all times.
• self-driven to evaluate, question, and strive for personal development.
• Adaptable in nature and open to travel for job.
• convincing speaker with the capacity to persuade others.
• robust personality and keen attention to detail.
• demonstrates both personal and professional standards; for example, being on time, dressing professionally, and having good verbal and writing communication skills.

QUALIFICATIONS

• Excellent written and spoken English.
• Grade 12

EXPERIENCE

• demonstrated capacity to overcome obstacles and engage in negotiations.
• Preference will be given to experience in commercial cargo areas.
• demonstrated capacity to use numerical analysis to make logical conclusions.
• at with the shifting and contradictory demands of a high-pressure workplace.
• demonstrated capacity to communicate clearly both orally and in writing in a business environment.