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Customer Care Specialist

2 months ago

Swansea, City and County of Swansea, United Kingdom Virgin Atlantic Full time

About the Role

We are seeking a highly skilled and dedicated individual to join our team as a Customer Care Specialist. As a key member of our customer service team, you will be responsible for resolving customer complaints and claims in a timely and professional manner.

Key Responsibilities

  • Investigate and respond to customer complaints and claims in a fair and efficient manner
  • Evaluate the importance of each complaint or claim and offer suitable compensation to prevent further issues
  • Use your initiative to identify areas for improvement and provide feedback to management
  • Handle specialist correspondence, including EC Care, Personal Injury, and Baggage claims
  • Look to resolve issues at the source to prevent repeat complaints and continuously improve our services

Requirements

  • Excellent communication and interpersonal skills, with the ability to empathize with customers
  • Strong problem-solving skills and ability to negotiate and objectively assess situations
  • Drive to resolve complaints upon first contact and fix problems at their root cause
  • Experience in complaint handling and/or airline knowledge is advantageous
  • Intermediate proficiency in using laptop computer systems and navigating various software applications

What We Offer

As a Customer Care Specialist at Virgin Atlantic, you will have the opportunity to work in a dynamic and inclusive environment, where you can bring your whole self to work. We offer a competitive salary, hybrid working arrangements, and a range of benefits to support your well-being and career development.

Our Values

We are committed to creating an environment where everyone feels they belong. We believe in the importance of diversity, equity, and inclusion, and we are dedicated to making a positive impact on our communities. If you share our values and are passionate about delivering exceptional customer service, we would love to hear from you.