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Call Centre Advisor
Job Posted: 7 hours ago
Salary: £ 25,486 - 25,486 / Annum
Job Type: Permanent
Location: SL6, Maidenhead, Royal Borough of Windsor and Maidenhead
Expire in: a month
Job Description
Our international client urgently requires a Call Centre professional to join their team on a temp-to-perm basis
You will efficiently and professionally facilitate, decide upon, and communicate the settlement of aviation damaged luggage claims in line with:
* Company Behaviors, policies, and KPIs
* Client requirements
* Legislative requirements (e.g. MC99, GDPR)
Key Accountabilities:
* Client airline damaged luggage settlement
* Aviation customer contact, via phone and email, remaining compliant with all policies and requirements
Role Challenges:
* Peer relationship management, within the framework of the Company Behaviours and policies
* Inter-departmental communication - to ensure that the path to claiming settlement is as efficient as possible
* Client and supplier relationship management - ensuring constant compliance
Role Requirements:
* Fluent or native written and spoken English - essential
* Basic MS Office skills - essential
* GCSE (or equivalent) in Maths, 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
* Accurate update and maintenance of files and data related to airline damage pilfer reports (DPR)
o Ad hoc entering of aviation Damage Pilfer Reports (DPR) claims into the company database, ensuring accuracy at all times
* Contacting airline passengers via phone and/or email in line with airline contractual requirements
* Issuing final settlement of claims within the parameters defined by the airline contract and/or the Montreal Convention (1999)
o Ensuring that the final settlement is in the best interests of the client airline and company, 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 legislation through appropriate action and decision making
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 by Company Policy when in a stressed frame of mind
* Adaptable and resilient
TEMP TO PERM BASIS
OFFICE BASED
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