Airline Communications and Customer Service Agent

2 months ago

Crawley, United Kingdom AVPlacements Full time

**AVPlacements are looking for a Customer Service and Communications Agent for a Client of ours at Gatwick,**

**The Role**:

- Working closely with the Operations Team, you will gain an in-depth understanding of how operational decisions are made that affect our flights and customers daily
- Responsible for preparing high-quality communications to our external and internal customers, to keep them informed of any operational or schedule changes and ensuring that customers are informed at the earliest opportunity when decisions are taken that impact on customers’ flights.
- Manage in real time the airline’s social media channels, responding to customer comments and queries in a timely manner to meet internal service level agreements (SLA).
- Responding to customer queries and comments via all social media channels ensuring responses meet the agreed SLA/Charter.
- Responsible for increasing customer satisfaction through the delivery of consistent high quality customer communications.
- Reduce turnaround time on customer contact from weeks/days/hours/minutes through social media channels by adhering to the agreed customer charter/SLA.

**Competencies/Essential Skills**:

- Skilled in using social media with a thorough understanding of the most popular social media channels, including but not limited to Facebook, Instagram, Twitter and YouTube.
- Excellent written and verbal communication skills with the ability to adapt your style to match the brand voice.
- Strong organisation skills with the ability to multi-task in a fast-paced environment.
- Technically minded with the ability to become proficient in several computer systems and use these simultaneously.
- Excellent time management skills, with the ability to prioritise effectively.
- Agile and flexible in approach with the ability to navigate changing situations.
- A team player with a passion for providing outstanding customer service.
- Tenacious with strong emotional resilience and a determination to deliver the highest level of service to our customers.
- A problem solver with a genuine desire to resolve customer issues.
- Active listener who uses empathy to diffuse challenging customer interactions.

**Desirable Skills/Experience**:

- Working in a call centre, airline or airport environment.
- Responding to customer enquiries through social media.

**Professional and/or regulatory requirements**:

- A qualification in communications or social media is desirable but not essential.

**All about you**:Friendly, approachable, keen to support your colleagues and the Company wherever possible and beyond the requirements of your role.

You will take pride in delivering a high level of customer service both internal and external and be willing and able to adapt to change.

**If this sounds like a role for you, we would love to hear from you, call us today on 02080 898350 to find out more.**

**Job Types**: Full-time, Permanent

**Salary**: £27,000.00-£27,500.00 per year

**Experience**:

- Customer Service: 2 years (required)
- Social media management: 1 year (required)
- Aviation / Airline: 1 year (preferred)

Licence/Certification:

- Driving Licence (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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