Customer Services / Call Centre Operator (Aviation)

Our international client are looking for a Call Centre Agent to join their team.

In an efficient and professional manner you will facilitate, decide upon and communicate the settlement of Aviation damaged luggage claims.

Responsibilities:

• Accurate update and maintenance of files and data related to airline damage pilfer reports
• Ad hoc entering of aviation Damage Pilfer Reports claims into company database, ensuring accuracy at all times.
• Contacting airline passengers via phone and/or email in line with airline contractural requirements.
• Issuing final settlement claims within the parameters defined by the airline contract and/or the Montreal Convention.
• Ensuring the final settlement is in the best interests of the client airline and whilst maintaining passenger satisfaction.
• Arranging and following up on the collection of damaged items and the delivery of repaired or replacement items through third party suppliers.
• Assessment of collected airline passenger luggage to determine whether repair or replacement is the appropriate course of action.
• Ensuring that the Company remains compliant with all data protection legalisation through appropriate action and decision making.
• Ad hoc, but reasonable, requests from the supervisors, management or clients.

Skills and Experience:

• Fluent or native written and spoken English - essential
• Basic MS Office skills - essential
• GCSE (or equivalent) in Maths and English - essential

• Experience in an airport or airline operation - desirable
• Experience in an operational Call Centre environment - desirable
• Experience in a high pressure, fluid sales environment - desirable

Person / Team Fit:

• Team player with excellent verbal skills and a keen eye for detail
• Able to cope under the pressure of a service recovery situation, dealing with the public in accordance with Company Policy when in a stressed frame of mind
• Adaptable and resilient

Temp - Perm

Hours: Monday - Friday (9am - 5:30pm)
Pay: £10.42 per hour / £21,680 per annum
20 days holiday
Location: Maidenhead, SL6 - Please only apply if you live in or around this location.