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Airline Customer Service Representative

2 months ago

Horley, Surrey, United Kingdom Succeed Recruitment Solutions Full time
About the Role

We are seeking a highly skilled and experienced 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 across the travel industry.

Key Responsibilities
  • Customer Service: Handle customer enquiries and provide accurate information about flights, services, fares, schedules, and policies.
  • Booking and Refunds: 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.
  • Disruption Management: Manage passenger rebooking during flight delays, cancellations, or disruptions, ensuring clear communication with customers regarding any changes to their travel plans.
  • Communication: 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.
  • Problem-Solving: Handle complaints and escalations with a customer-first approach, striving to resolve issues efficiently and professionally.
Requirements
  • Experience: Previous experience in a customer service or contact centre role, ideally in the aviation / travel industry.
  • Communication Skills: Strong communication skills, both written and verbal, with the ability to handle customer enquiries and complaints professionally.
  • Problem-Solving Skills: Excellent problem-solving abilities, with a focus on delivering fast and effective solutions.
  • Organisational Skills: Strong organisational skills and attention to detail in managing bookings, refunds, and other customer interactions.