Engagement Agent

Manpower has an incredible opportunity to work for a global leader in cargo handling and we are currently recruiting for Engagement Agent to join an ever-growing team of handling professionals!

Who will you work for?

Our client is a leading global provider of ground handling services for airlines and airports. Employing over 32,000 professionals across 5 continents, a career with our client will give you the ability to learn new skills, develop existing ones and may give you a career path like no other!

What does the role involve?

The Engagement Agent, under the guidance of the Engagement Manager, will respond to all day-to-day
queries from customers, agents and freight forwarders whilst providing excellent customer service to
ensure all of our customers have a positive experience when contacting WFS.
The role requires excellent technical knowledge of the operational processes whilst proactively seeking
out new/improved processes within the wider teams.

Responsibilities

* Respond to all customer, agent, and freight forwarders queries, either via email or phone,
providing excellent customer service and efficient customer support.
* Build effective relationships and liaise with 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, keeping customers informed on queries resolution.
* Build and possess an in-depth knowledge of operational processes to ensure queries are
communicated to the right employees and resolved in the right way.
* Show a high level of pro activeness and resilience in responding to queries and supporting
customers consistently.
* Take personal responsibility and ownership for continuously improving the internal operational
processes and work closely with the Operations to implement them.
* Manage a high volume of calls and emails remaining calm and focusing on customer experience.

Requirements

* In depth knowledge of operational processes
* Ability to manage high volumes of emails and phone calls.
* Strong IT skills and familiarity with basic IT equipment (laptop, phone, emails)
* Passion for customer service and communication
* Ability to build strong relationships at all levels

Security Responsibilities
In any role at WFS, employees are the eyes and ears of the business and must report any security concerns or suspicious behaviour.

* Ensure site access control is protected and no un-escorted visitors are on site.
* Ensure the security integrity of cargo is always protected.

So, if you have cargo knowledge and are ready to work for an exciting and growing company - apply now!!