Airline Customer Service Representative

15 hours ago

Horley, Surrey, United Kingdom Succeed Recruitment Solutions Full time
Customer Engagement Representative Job Description

We are seeking a highly skilled Customer Engagement Representative to join our team at Succeed Recruitment Solutions. As a key member of our team, you will play a vital role in providing exceptional customer service to our clients' customers across various communication channels.

Key Responsibilities:

  • Manage customer enquiries across all contact channels, providing accurate information about flights, services, fares, schedules, and policies.
  • Assist customers with flight bookings, modifications, cancellations, and seat selections, ensuring smooth and efficient service.
  • Process refunds and compensation requests in accordance with company policies, keeping customers informed throughout the process.
  • Provide support for group bookings, offering clear guidance on pricing, availability, and other booking-related queries.
  • Provide information on ancillary products to increase sales.
  • Manage passenger rebooking during flight delays, cancellations, or disruptions, ensuring clear communication with customers regarding any changes to their travel plans.
  • Liaise with operations, outstations, and ground services to ensure smooth handling of disruptions and to minimise passenger inconvenience.
  • Update the company's website and social media channels with real-time information during periods of disruption to ensure passengers are well-informed.
  • Handle complaints and escalations with a customer-first approach, striving to resolve issues efficiently and professionally offering service recovery in line with departmental guidelines.

Requirements:

  • Previous experience in a customer service or contact centre role, ideally in the aviation / travel industry.
  • Strong communication skills, both written and verbal, with the ability to handle customer enquiries and complaints professionally.
  • Excellent problem-solving abilities, with a focus on delivering fast and effective solutions.
  • Ability to work under pressure, especially during periods of disruption, and to manage multiple tasks simultaneously.
  • Strong organisational skills and attention to detail in managing bookings, refunds, and other customer interactions.

If you're interested in learning more about this Customer Engagement Representative role, please contact us today for a confidential chat or visit our website to view the other exciting roles we have available.

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