Cargo Call Centre Supervisor

Job Description

About Us AVIAREPS Group is the world’s leading airline, cargo and tourism management company with 72 offices in 69 countries. Our Cargo division works with passenger and cargo airlines across the globe to deliver exceptional revenue and tonnage performance. We are always looking for great talent to join our team and currently have the below vacancy. The Role The Cargo Call Centre Supervisor will lead our team of Cargo Customer Service Agents who are the frontline of any interaction with our Freight Forwarding customers. The team will create and send quotations to customers, place reservations into airline systems and deal with follow up enquiries on the status of a shipment. The team will be high paced, dealing with customers over various communication methods including email (predominate method), phone and Web Chat. It is expected that the Supervisor leads by example and also completes day-to-day tasks, perhaps handling the more complex or escalated issues, as well as managing the performance of the team. The supervisor role will be starting the team from nothing so it is expected that they will be able to fully complete the tasks of the “Cargo Call Centre Agent” to begin with, whilst building out the wider team. Your Responsibilities • Manage a team of Cargo Customer Service agents based in BOM • Lead and Assist with email and phone enquiries and bookings in a timely, professional manner. Enter Bookings into individual airline cargo systems. • Lead and Proactively offer customer products and services that will add value to their experience. Promote service upgrades to higher products where appropriate. • Identify customer needs and provide alternative solutions to suits their requirements • Handle each email or call as a ‘sales opportunity’ and always ensure best standards of customer service • Ensure procedures followed as per Airline SOPs, and in accordance with IATA regulations. Lead team meetings, sharing knowledge and intelligence pro-actively to other colleagues • Manage relationship with Global Head of Cargo at AVIAREPS, reporting on staff and team performance weekly or on demand • Build relationships with customers over the telephone and seek opportunities to drive sales. • Manage the booking process for specialised products including station pre-alerts, airline checks and pricing accuracy. Your Qualifications and Experiences • Excellent Spoken and Written English • Required: Experience in a Customer Service and Call Centre Environment • Required: Experience in Air Cargo or Logistics • Required: Experience in reservations of special products including Dangerous Goods, Live Animals, perishables or Secure/High Value. • Proven ability to communicate effectively within a commercial setting, both in writing and verbally. • Experience in managing conflicting and changing demands of a high-pressure working environment. • Preferred: Experience managing a small team • Proficient user of MS Office (Word, Excel, Outlook) Show more Show less