Temporary German Customer Engagement Specialist

2 weeks ago

London, United Kingdom Moore Talent Solutions Limited Full time

A global Airline is hiring a temporary German Customer Engagement Specialist to work in their Customer Care Team. Excellent verbal and written communication in both German & English are essential in this role. It will be full time in the office initially,Monday - Friday, 37.5 hours per week so an easy commute to Wembley, North-West London will be very important. Working in a very supportive team where training will be provided and help is on hand throughout your assignment. There may also be the opportunityfor this position to become permanent. You will be responding in a positive and commercial manner to post-travel customer correspondence related to aspects of their products or services.

**Key responsibilities**
- Answer customer queries over the telephone and, when appropriate, resolve claims immediately
- Analyse all claims and investigate thoroughly using the relevant tools;
- Contact customers by phone to try and settle claims/resolve issues in a more personalised manner
- Give relevant compensations and goodwill gestures according to legal guidelines and company’s guidelines;
- Communicate information about products and services to customers;
- For elite and sensitive claims, liaise with the local Customer Care relay before settling and suggest a goodwill gesture if appropriate;
- Report all relevant customer experiences and comments to the Customer Engagement Team Coach/Team Manager;
**Knowledge & Skills**
- Word/Excel/Lotus Notes
- Experience in using the Fidelio, Amadeus, Intranet, ePax, World Tracer is an advantage
- Excellent written and verbal communication in German & English
- Excellent attention to detail
- Exceptional customer service skills and telephone manner

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