Job Description

Customer Service Agent

Department: Operations

Employment Type: Permanent - Full Time

Location: London Heathrow

Reporting To: Customer Engagement Manager

Your main responsibilities on a day to day basis will be:

• Responding to customer, agent and freight forwarder queries by email and telephone, providing a high standard of customer service and timely support.
• Building effective working relationships with customers, agents, freight forwarders and operational colleagues to support clear communication and prompt query resolution.
• Liaising with operational teams to ensure customer and agent queries are directed to the appropriate employees and resolved efficiently.
• Keeping customers and agents updated on the progress and outcome of their queries, ensuring communication is clear, professional and timely.
• Understanding relevant operational processes to ensure queries are managed correctly and in line with business requirements.
• Supporting the Customer Engagement Manager with the preparation of reports and analytics by gathering, checking and submitting accurate customer service and billing data.
• Managing a high volume of calls and emails while remaining calm, organised and focused on delivering a positive customer experience.
• Demonstrating a proactive and resilient approach when responding to queries and supporting customers on a consistent basis.
• Liaising regularly with the ABS system and the Customer Engagement Manager to coordinate billing set-ups, billing queries and any required changes.
• Maintaining ABS housekeeping, including responsibility for the ABS Matrix to ensure information remains accurate and up to date.
• Conducting audits of airline contract set-ups and changes to ensure accuracy, compliance and consistency.
• Conduct audits on airline contract set up and changes.

To be successful in this role you will need:

• Excellent command of the English language in both written and verbal communication to effectively communicate with team members, supervisors, and external stakeholders.
• Customer Service experience is key to this role.
• Attention to detail when providing administrative support with strong organisational skills.
• Basic IT skills required to capture relevant information on the various airlines dedicated computer systems.
• Multi-tasking ability and the need to remain calm under pressure and to work against tight deadlines.
• Air cargo knowledge is desirable to understand the industry requirements.

Our Values

• Always look out for our own and each other's safety.
• Proactively identify safety risks, hazards and unsafe behaviours promptly and courageously.
• Comply with all relevant safety regulations and standards at all times.
• Learn from mistakes and share that learning.

• Delight customers by actively anticipating their needs, concerns and preferences.
• Offer alternative "yes" solutions to "no" situations.
• Deliver service excellence and always aim to exceed customer expectations.

• Appreciate everyone's background, cultural values and opinions at all times.
• Actively listen and understand other's intent and point of view, especially during disagreements.
• Build trusting relationships, demonstrate empathy and care for others.

• Always do the right thing. Do it right the first time.
• Demonstrate extreme ownership: See it, Own it, Solve it.
• Adopt a growth mindset: keep learning, stay agile, be resilient.
• Set high expectations, embrace innovation and practice continuous improvement.

• Prioritise SATS Group's interests over one's own and department needs.
• Proactively share resources, ideas and information constructively.
• Build on each other's strengths and ideas to achieve win-win outcomes.