Customer Service Agent

We are looking for a Customer Service Agent, Based in Vitoria, Spain.

The purpose of this role is to provide a variety of customer support features for our ACS customers. Ensuring timely and accurate information is provided to customers in a professional manner.

• Handles incoming customer calls intended to provide customer satisfaction, retention, or extend contact to sell new or additional products or services.
• Resolution of customer account queries.
• Identifies, contacts customers and books cargo to fill flights.
• Take bookings generated via telephone, emails, clarify issues and solve problems for customers
• Respond to customer inquiries, take bookings, service needs and complaints, or direct to sales representatives or technical/ service area.
• Book the cargo information into System
• Answer questions via phone, mail, email, fax, website or face-to-face contact with customers.
• Promotes and markets products and services of the company.
• Provides support in center locations, including timely resolution of customer service and operational management issues.
• Analyzes and makes recommendations based on call volume trends and other forecasting factors considering future customer service including staffing and call capacity.
• Works together with sales representatives to provide post pre-and/or sales customer support, consultation, problem solving suggestions, whilst ensuring appropriate solutions or answers.
• Negotiates customer complaints, initiates billing adjustments, fixes product substitutions and returns.
• Evaluates customer needs and suggests/promotes alternative products or services.
• Provides administrative support to the function, including the creation of reports that will be used within the center.
• Tracking incoming call traffic volume and distributing calls based on staff availability.
• Ensures customer needs are met by coordinating and adjusting call volumes in a timely manner.
• Coordinates with other departments when interruptions occur and calls need to be redirected.
• Tracks all on forwarded cargo to final destination via aircraft or truck. Coordinates truck movements with operations.
• Traces missing cargo and follow-up on tracers, provides freight status alert and/or customer call back-up support.