Fresh Opportunities at British Airways

THE ROLE

The role of the call centre agent is to ensure that the professionalism of IAG Cargo is upheld at all times. Making sure that all of our freight forwarding customers are managed in an appropriate manner and that their cargo bookings are made swiftly with the best customer service that can be provided. The call centre agent is responsible for outgoing sales calls in order to drive additional revenue on higher yielding products and to ensure that the flights depart South Africa with the maximum amount of revenue on board.

KEY DUTIES

• Proactively offer customer products and services that will add value to their experience.
• Promote high yielding revenue shipments and maximize revenue uplift by correct planning of the aircraft as well as pushing for additional cargo to gain further market share from the SME customers.
• Promote online channels as a must for customers.
• Identify customer needs and provide alternative solutions.
• Provide full customer service support, and follow up on shipment queries.
• Remain motivated and focussed on achieving both individual, and call centre targets and objectives.
• Explore opportunities for growing Premium products and business, making full use of IAGC’s network.
• Own personal development and various opportunities to develop skills to maximise performance.
• Provide quality service at all times and strive to offer customers a one-stop-shop experience.
• Support Sales Team in providing day to day support for Account Managers’ territories of customers.
• Act as a fast and reliable liaison between customers and Account Managers.
• Handle each call as a ‘’sales opportunity’’, and ensure best standards of customer service whether this would be an inbound or outbound call.
• Take responsibility to ensure that every booking conforms to IAGC requirements. Be ready to answer to any instance of non-conformance, and implement corrective action.
• Monitor and action queues promptly and efficiently.
• Liaise closely with GHA staff and provide clear instructions around flight planning, and ensure that customers remain fully advised of booking details of their shipments.
• Keep flight plans up to date until departure to ensure maximum capacity utilized on flights.
• Track and trace shipments as required and ensure that any offloads are rebooked within the specified time frame.
• Maximise upselling opportunities as agreed with account managers and call centre supervisor.
• Ensure procedures followed as per IAGC SOPs.
• Proactively contribute to team meetings.
• Complete Salesforce entries for each call, to provide an overview of sales opportunities across the network.
• Build relationships with customers over the telephone, and seek opportunities to drive sales.
• Assist with telephone and email bookings in a timely manner whilst converting the customers to online platforms.
• Manage the booking process for specialised products including VAL, HUM, AVI, and DG.
• Drive customer support through the Forward Rewards programme with outbound calls to drive this.
• Follow up on queries in a timely fashion to ensure the best possible customer service experience.

KEY STAKEHOLDERS

Internal

• Contact with colleagues from call centre, account managers, Area Commercial Manager, GHA staff.
• Contact with other departments including customer service and Revenue Management

External

• An extensive range of customers, to be able to support excellent service through different channels.

PERSON SPECIFICATION

• Customer focused and an excellent listener, able to qualify and understand customer requirements.
• Displays a ‘’can do attitude’’ at all times, and focused on finding, and offering solutions.
• Engaging personality with aptitude for developing and maintaining strong relationships.
• Strong team player, always open and willing to share information with others.
• Results focused, and self-motivated to deliver against defined targets.
• Honest, transparent, and acts with full integrity at all times.
• Self-motivated to reflect and challenge own performance, and to seek self-improvement.
• Flexible approach to working and willing to travel.
• Persuasive communicator and ability to influencing others.
• Resilient character and strong attention to detail.
• Displays professional and personal standards – punctual, professional appearance, effective verbal and written communication skills.

QUALIFICATIONS

• Excellent written and spoken English.
• Matric

EXPERIENCE

• Proven negotiation skills and ability to overcome objections.
• Experience in cargo commercial areas is a preference.
• Proven ability to make logical decisions based on numerical analysis.
• Experience in managing conflicting and changing demands of a high pressure working environment.
• Proven ability to communicate effectively within a commercial setting, both in writing and verbally.

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THE ROLE

The role of the account manager is to ensure that the professionalism of IAG Cargo is upheld at all times. To deliver the revenue, yield and volume targets for Johannesburg as set by IAGC management in accordance to Financial & Commercial plans.

KEY DUTIES

• Maintain and develop a strong relationship with existing customers, build new relationship with new customers, and have a tri patriot relationship(where possible) with shippers
• Explore opportunities for growing Premium products and new destinations making full use of IAGC extensive network.
• Develop customer segments to support premium products and destination mix, and aim to grow the customer base.
• Evaluate the effect of differing aircraft and configuration changes on IAGC’s networks.
• Plan and deliver sales calls to the highest standards, through good planning and preparation of calls, including agendas, objectives and Account Development plans per customer.
• Jointly with marketing executive identify, evaluate and implement incentive deals/commercial initiatives.
• Deliver seasonal sales call plan for regular visits to Johannesburg market.
• Ensure we make use of all data available (from various sources), whether Pulse/MIS/WACD or any other commercial data available to drive our commercial decisions
• Ensure clear management of flights, delivering flight plans to GHA staff and any cancellations - both planned and ad hoc. Ensuring we maximise all available opportunities.
• Be the champion within IAG Cargo for the programmes. Ensuring that sufficient inter-departmental resource, focus and communication is in place. Key interfaces will be Revenue Management, Operations, Finance and Global Commercial Teams.
• Ensure effective internal and external communication is maintained with peers and management.
• Identification of underperforming routes, provision of action plans to correct performance.
• Continuous follow up of customer loyalty programs and ensure that customer’s targets are set up correctly.
• Complete weekly/monthly reports – as agreed with management processes and ensure proactive contribution to team meetings.

KEY STAKEHOLDERS

• IAG Cargo Revenue Management
• IAG Cargo Sales/ Commercial Teams

PERSON SPECIFICATION

• Strong influential skills.
• Excellent negotiation skills with an ability to overcome objection.
• High resilience and strong ability for attention to detail.
• Develops and maintains strong relationships.
• Team player
• Self-motivated and self-confident.
• Systems literate with some understanding of MIS and other IAGC systems
• Acts to proactively and constructively.
• Able to work to and meet business objectives.
• Owns own performance and development.
• Ability to manage trade-offs.
• Good analytical acumen with ability to manipulate, analyse and interpret financial and business data.
• Flexible approach to working & willing to travel
• Displays professional and personal standards – Punctual, professional appearance, good verbal and written communication skills.

QUALIFICATIONS

• Matric
• Excellent written and spoken English
• Holder of valid driver’s license with a vehicle

EXPERIENCE

• Excellent communication skills.
• Experience in cargo commercial areas is a preference.
• Good knowledge of IAGC Products and services
• Communicates effectively, both orally and in writing
• Proven rapid analysis and decision-making
• Clearly identifies and concentrates on actions where effort applied will make a real difference
• Able to manage conflicting and changing demands in a high pressure environment
• Systems literate including expertise in using Excel and data exploitation tools such as Business Insights.