Customer Engagement Representative

3 months ago

Newcastle upon Tyne, United Kingdom Succeed Recruitment Solutions Full time

We have some brand new and fantastic opportunities with a leading Airline as they recruit for a number of Customer Engagement Representatives to join their home-based team, on an initial 6-month contract basis.


Successful candidates will play a key role in providing exceptional customer service for our client’s customers across all communication channels, including telephone, email, WhatsApp, and social media. This position involves managing bookings, answering customer queries, processing refunds, handling disruptions, and communicating important information to passengers.


Our client is looking for previous experience within a customer service or contact centre role, ideally in the aviation / travel industry and a willingness to cover shifts ranging between 6am – 11pm on a rota basis.


In return, they can offer a competitive salary of £30k along with the possibility the role may become permanent, following successful completion of the contract. If this role is of interest to you, please press the apply online button now


Role of Customer Engagement Representative:

  • Handle customer enquiries across all contact channels, providing accurate information about flights, services, fares, schedules, and policies.
  • Assist customers with flight bookings, modifications, cancellations, and seat selections, ensuring smooth and efficient service.
  • Process refunds and compensation requests in accordance with company policies, keeping customers informed throughout the process.
  • Provide support for group bookings, offering clear guidance on pricing, availability, and other booking-related queries.
  • Provide information on ancillary products to increase sales.
  • Manage passenger rebooking during flight delays, cancellations, or disruptions, ensuring clear communication with customers regarding any changes to their travel plans.
  • Liaise with operations, outstations, and ground services to ensure smooth handling of disruptions and to minimise passenger inconvenience.
  • Update the company’s website and social media channels with real-time information during periods of disruption to ensure passengers are well-informed.
  • Handle complaints and escalations with a customer-first approach, striving to resolve issues efficiently and professionally offering service recovery in line with departmental guidelines.


Skills required for the role:

  • Previous experience in a customer service or contact centre role, ideally in the aviation / travel industry.
  • Strong communication skills, both written and verbal, with the ability to handle customer enquiries and complaints professionally.
  • Excellent problem-solving abilities, with a focus on delivering fast and effective solutions.
  • Ability to work under pressure, especially during periods of disruption, and to manage multiple tasks simultaneously.
  • Strong organisational skills and attention to detail in managing bookings, refunds, and other customer interactions.


If you’re interested in learning more about this Customer Engagement Representative role, please contact us today for a confidential chat or press the apply online button now


Not for you? Then please visit our website to view the other exciting roles we have available; www.succeed-recruitment.com


Succeed Recruitment Solutions – for the best Travel jobs, Multilingual jobs and Contact Centre jobs.

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