Customer Engagement Agent

Customer Engagement Agent

Department: Operations

• Employment Type: Permanent - Full Time

Location: London Heathrow

• Reporting To: Customer Engagement Manager
• Compensation: £31,602 - £39,259 / year

Description

WFS is seeking a proactive and customer-focused Customer Engagement Agent to join our dynamic team at London Heathrow. You will be the first point of contact for customers, agents, and freight forwarders—delivering exceptional service and ensuring every interaction reflects the high standards of WFS.

You will play a key part in maintaining smooth daily operations by handling queries efficiently and professionally. Additionally, you will be required to support billing processes, contract reviews, and contribute to commercial activities, helping drive customer satisfaction and business success.

Your Main Responsibilities On A Day To Day Basis Will Be:-

• Respond to all customers, agents, and freight forwarders queries, either via email or phone, providing great customer service and efficient customer support.
• Build relationships and liaise with operational employees to ensure effective communication, with the aim of raising all customer and agent queries quickly, and keeping customers informed on queries resolution.
• Understand operational processes to ensure queries are communicated to the right employees and resolved in the right way.
• Support the Customer Engagement Manager in the creation of reports and analytics by gathering and submitting accurate customer service and billing data.
• Show proactiveness and resilience in responding to queries and supporting customers consistently.
• Manage a high volume of calls and emails remaining calm and focusing on customer experience.
• Liaising with ABS system and the Customer Engagement Supervisor on a regular basis to coordinate billing setup/ queries/ changes. 
• Conduct ABS housekeeping for the ABS Matrix.
• Conduct audits on airline contract set up and changes.

To Be Successful In This Role You Will Need:-

• Basic knowledge of air freight.
• Ability to manage high volumes of emails and phone calls.
• Basic IT skills and familiarity with basic IT equipment (laptop, phone, emails). 
• Passion for customer service and communication. 

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.