Commercial Desk Apprentice - Customer Service Apprenticeship

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Job description

About EmployerSince May 2004, Air France and KLM Royal Dutch Airlines have become the largest European airline group: 1 group, 2 airlines, and 3 businesses. Each airline has retained its individual identity, trade name and brand. The 3 core businesses are Passenger Business, Cargo, and Engineering & Maintenance. Both airlines run their own operations from their respective hubs Paris-Charles de Gaulle and Amsterdam-Schiphol.Brief overview of the roleRemit are delighted to recruiting on behalf of Air France / KLM for a customer service apprentice to join their commercial desk team, based at Manchester Airport M90 5UYPosition TypeApprenticeshipSalary£13,884 AnnuallyWorking Week37.5hrs pw; Mon - Fri 09.00 - 17.30Positions availableCustomer Service Specialist Level 3Vacancy descriptionThe successful candidate will join a small, friendly team as part of the Commercial Desk Team. They arrange for the transport of freight by air across the world.Along with working, you'll undertake a Customer Service Specialist Level 3 qualification through the apprenticeship programme.Tasks will include, but not be limited to:Commercial ActivitiesProcess quotations received from all customers' including upselling (products) and cross-selling (carriers) with a view to increasing the company's revenues.Collect information on potential shipments to ensure you propose the right product to fit the needs of the shipment.Proactively call customers with a view to selling short-term available capacity.Record results of proactive calling and feed any pricing information you collect to the Pricing team.Use all means of communication and select the customer's favourite communication channel to ensure a good realisation of quotationsEnsure timely follow-up and proactive approach towards quotations.Build maintain and protect an excellent rapport and relationship with the customer.Pre-sales - Information DistributionProvide the following information to Customers in order to meet their business needs.Post flights, Schedules, Available Capacity, Rate Information (i.e. the customer has contract rate in place and wants to know what the level is), Product information (i.e. what are the benefits and features of each product).Bookings / Order TakingProcess bookings accurately, modify and cancel bookings.Build, maintain and protect an excellent relationship and rapport with customers by using all available means of communication i.e. email, telephone calls and customer visits.Follow correct order taking procedures.Tracking & TracingProvide shipment status information to the Customer when required/requested.Inform the customer regarding irregularities with their shipments and offer solutions to resolve issues.Provide customers with written reports when discrepancies arise.After-SalesHandle and record complaints from Customers.Create incident reports if necessary and monitor irregularities together with Service Desk for further follow-up and action.Back Office AdministrationAction Import and Export invoice rejection reports, ensuring client invoiced as required.Manage the control and opening of credit facilities (accounts) requesting all necessary information such as bank guarantees, business references, etc.Requirements and prospectsQualifications RequiredGCSE grades A - C in English and Maths are REQUIREDSkills RequiredA great team player with the ability to talk confidently on the phone to customers as this role involves an element of selling. You'll be organised and have good attention to detail.Good skills in Word and Excel are required.Personal QualitiesYou'll need a great attitude to work and a willingness to learn.Training to be ProvidedThe qualification is aimed at individuals more advanced in their interpersonal skills and with experience of working with customers.The Customer Service Specialist Level 3 qualification will include Function Skills at Level 2 unless exemptions apply.Completion will lead to eligibility to join the Institute of Customer Service as an Individual membership at Professional Level.Future ProspectsThere may be opportunities within the business on completion of the apprenticeship.Other InformationThis is a fixed term contract of 13 months, the length of the apprenticeship and there may be opportunities within the business on completion.This role is based on Manchester Airport23 days annual leave and facilities for socialising available at work. Parking is also available.