AddressDescription
Are you a hard working and committed individual who is keen to work for a global business?
We have an exciting opportunity to join our Customer Engagement team at London Heathrow. As the Customer Engagement Agent you will primarily be responding to all day-to-day queries from customers, agents and freight forwarders, via email or telephone calls, whilst providing excellent customer service to ensure all our customers have a positive experience when contacting WFS.
- Starting salary of up to £39,650 including shift allowance
- Shift pattern of 4 days on and 2 days off, working 9 hours shift
- Opportunities to earn overtime
- Competitive benefits
The role requires an excellent understanding of cargo and technical/physical knowledge of the import operational processes. We also require the agent to get out and about within the business and proactively seek out new/improved processes within the wider teams
Your main responsibilities on a day to day basis will be:-
- Respond to all customer, agent, and freight forwarders queries, either via email or telephone, providing outstanding customer service and efficient customer support
- Build effective relationships both internally and externally and liaise with relevant operational employees to ensure effective communication, with the aim of acting as a first point of contact for all key stakeholders and raising all customer and agent queries quickly and efficiently, whilst keeping customers informed on query resolution
- Continue to build upon your already in-depth knowledge of import operational processes to ensure queries are communicated to the right employees and resolved in the right way
- Providing additional support to the wider office teams, reception and support areas.
- Actively engage with the warehouse to ensure all are focused on the end goal
- Feedback continuously where processes have broken down and work together to actively seek to remove any repetition
This is not an exhaustive list of responsibilities, and you may be required to complete any other reasonable tasks when required.
To be successful in this role you will need:-
- Cargo experience
- Good verbal and written communication.
- Understanding of cargo import processes.
- Highly organized with an ability to manage high volumes of emails and phone calls in line with department KPI’s.
- Strong IT skills and familiarity with basic IT equipment (laptop, phone, emails).
- Passion for excellent customer service and communication.
- Excellent interpersonal, communication and relationship-building skills at all levels
- High level of proactiveness and ownership in driving process improvement
Please note that successful candidates will be subject to a background check including a criminal record check, 5 year employment history and a drug & alcohol test.
Our Values
Focus on Customers
We work proactively with our customers request and our customers’ customers to make sure we deliver what we have contracted to deliver. Without our customers, there is no WFS.
Integrity
We treat our people & stakeholders with respect and care building trust via open, honest and straightforward communication. We always operate within the boundaries of our code of conduct and ethics policies.
Responsibility
We do our jobs well, being accountable for our actions and taking responsibility for our work and those around us. We lead by example.
Safety & Security
We sincerely believe that safety & security is our number one priority at all times. We will do what we are trained to do, we will never take short-cuts and we will always speak up where we see compromises being taken.
Teamwork
Teamwork
We all work as part of a team, enjoying what we do, collaborating with our colleagues and relying on their expertise to make a valuable contribution to WFS.
About Worldwide Flight Services
WFS is one of the world's leading ground handling organisations, providing high quality cargo, passenger, premium, ramp, baggage and technical services across a network spanning over 188 locations in more than 22 countries on five continents.
In our UK business, which employs more than 700 people across 19 sites all over the country, we have a clear vision: to empower our people, always look for improvements and lead our industry with great customer focus.
In our UK business, which employs more than 700 people across 19 sites all over the country, we have a clear vision: to empower our people, always look for improvements and lead our industry with great customer focus.
