Customer Care Specialist

2 months ago

Crawley, West Sussex, United Kingdom Virgin Atlantic Full time

About the Role

We are seeking a highly skilled and customer-focused 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 provide suitable compensation to prevent further issues
  • Use your initiative to identify areas for improvement and provide feedback to management
  • Strive to protect the Virgin Atlantic brand and retain customer confidence
  • 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

  • A great phone manner and confidence in discussing customer complaints
  • The ability to negotiate and objectively assess situations to bring them to a satisfactory close
  • A drive to resolve complaints upon first contact and fix problems at their root cause
  • Experience in complaint handling and/or airline knowledge would be 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 customer-focused environment. We offer a competitive salary and benefits package, as well as opportunities for career development and growth.

Our Values

We are committed to creating an inclusive and diverse workplace where everyone feels valued and respected. We believe that our people are our greatest asset, and we strive to provide a work environment that is supportive, flexible, and empowering.

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