At a Glance
- Tasks: Assist customers with queries and ensure a positive experience at WFS.
- Company: Join a leading company in the air cargo industry with a focus on customer service.
- Benefits: Permanent full-time role with competitive salary and opportunities for growth.
- Other info: Fast-paced environment with a focus on teamwork and continuous improvement.
- Why this job: Be part of a dynamic team that values safety, respect, and excellence.
- Qualifications: Customer service experience and strong communication skills are essential.
Customer Service Agent
Department: Operations
Employment Type: Permanent - Full Time
Location: London Heathrow
Reporting To: Customer Engagement Manager
Description
The Customer Service Agent, under the guidance of the Customer Engagement Manager, will be responsible for responding to day-to-day queries from customers, agents and freight forwarders, while providing excellent customer service and ensuring a positive experience when contacting WFS. The role will also support billing, contract review and commercial activities within WFS.
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.
Please note that if you are offered this position, you will be subject to a background check including a criminal record check, 5-year employment history and a drug & alcohol test.
Our Values Safety
- 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.
Customer Focus
- 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.
Respect
- 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.
Excellence
- 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.
Teamwork
- 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.
Customer Service Agent employer: Worldwide Flight Services
Worldwide Flight Services is an exceptional employer, offering a dynamic Graduate Rotational Programme at London Heathrow that empowers graduates to thrive in a supportive and collaborative work environment. With a focus on professional development, employees benefit from mentorship, competitive salaries, and diverse learning opportunities, making it an ideal place for those looking to build a meaningful career in the aviation industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Worldwide Flight Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Worldwide Flight Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Worldwide Flight Services:Your cover letter is your chance to shine! Tell us why you want to work at Worldwide Flight Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Worldwide Flight Services!
How to prepare for a job interview at Worldwide Flight Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
