Customer Service Agent

4 weeks ago

London Gatwick Airport, United Kingdom AVPlacements Full time

AV Placements are actively recruiting for a Customer Service agent to work for our client.

Previous experience of working with an airline is advantageous.

Working on a shift pattern which will include weekends

This role is based at Gatwick, however once trained there may be the option to work remotely at times.

To work within the Customer Services Team, focused on supporting the department through daily management of customer contact with a focus on digital communications. In addition to this, you will be providing high quality, regular customer communications. You will also be the key point of contact during disruption for internal communications

**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.

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

**Salary**: From £25,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- London / Gatwick Airport: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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