Call Centre Agent

1 month ago


Maidenhead, United Kingdom Parkside Full time

Responsibilities: Accurate update and maintenance of files and data related to airline damage pilfer reports (DPR) Ad hoc entering of aviation Damage Pilfer Reports (DPR) claims into the company database, ensuring accuracy at all times Contacting airline passengers via phone and email in line with airline contractual requirements Issuing final settlement of claims within the parameters defined by the airline contract and the Montreal Convention (1999)  Ensuring that the final settlement is in the best interests of the client airline and Company while maintaining passenger satisfaction Arranging and following up on the collection of damaged items and the delivery of repaired or replacement items through third-party suppliers Assessment of collected airline passenger luggage to determine whether repair or replacement is the appropriate course of action Ensuring that the Company remains compliant with all data protection legislation through appropriate action and decision-making Ad hoc, but reasonable, requests from supervisors, management, or clients   Key Accountabilities: Measurement Indicators ( success criteria) Time Allocation % (Required) Airline DPR claim settlement Using the phone or email as appropriate Settling aviation-damaged luggage claims in line with the Montreal Convention (1999) and client airline requirements under contract Claim settled in line with airline requirements Audited files demonstrate the most cost-effective settlement used Internal KPIs met Audited calls meet documented criteria, including but not limited to DPA, PCI DSS 85 Data entry Airline DPR files Collections Deliveries File received via email. Information entered into DBS without error The logistics partner receives information regarding collection and delivery without error The customer receives the correct settlement, as agreed Interested? Please apply


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