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CSU Agent (Customer Support Unit agent)


Reference 9321 Closing date 12/4/2024 Brand IAG Career area Head Office Location IAG Cargo Madrid

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.

As the logistics and cargo brand of International Airlines Group, you’ll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

As well as helping to keep the world’s economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

The role:

CUSTOMER SUPPORT UNIT AGENT  **This role is a Temporary Contract**

The Commercial Support Agent is performing a series of activities designed to enhance the level of customer´s satisfaction as well as increasing customer´s expectation within a specific time.

These activities have been designed to provide commercial services support H12/365 to our Customers and Worldwide Stations.

Any successful candidate must be willing to work shift hours including weekends.

What you’ll do:

  • Provide Customer/agents tracing and queries support on shipments within all cargo network and Madrid´s – HUB that weren´t shipped as booked.
  • Handle queries and provide resolutions to cargo queries, and Promise Rebooking recovery.
  • Monitoring special cargo VCA and Critical products; origin, destination and transhipping Spain.
  • Telephone and email hotlines for handling requests, queries or incident calls.
  • Proactive actions informing clients about offloads.
  • Arrange authorizations of handling weapon permits with the Spanish Authorities.
  • Daily business of CSU department, according with process and procedures in place.

What you’ll bring to IAG Cargo:


  • Passion for Customer Service, ability to upsell and strong negotiation skills
  • Understands the impact of high level service delivery to the commercial organisation
  • Disciplined in time management
  • Excellent verbal and written skills
  • Flexible and able to adapt to change in priorities
  • Good relationship builder
  • Ability to adapt and empathise with different audiences, and potentially including external customers or partners
  • Strong communication skills (both written and verbal)
  • Able to work accurately and in great detail
  • Strong customer advocacy
  • Strong commercial and operational skills
  • Knowledge if IAG Cargo Products portfolio
  • Able to work as part of team
  • Patience and positivity


  • Education to A Level standard or equivalent
  • English & Spanish essential

Your experience:

  • Previous Customer Service experience
  • Cargo and Airlines business processes
  • Commercial and Operations
  • Ability to work through change processes           

What we offer:

Wherever you work within IAG Cargo, you’ll play a part in connecting people and countries and join a diverse and inclusive business that’s making a difference to the future of aviation.

Colleagues working for IAG Cargo:

  • Benefit from attractive and competitive rewards aligned to the local market and role.
  • From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
  • Work with diverse colleagues in a business that truly values inclusion and diversity.
  • Are valued for their ideas and opinions.
  • Benefit from opportunities for development and progression.
  • Are able to support communities across the world, and close to home.
  • Work in an environment in which safety and wellbeing are paramount.

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.

Please advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.

To apply for the position of CSU Agent (Customer Support Unit agent), please use the ‘apply now’ function.


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