Customer Engagement Centre Agent

Description Key Responsibilities

• Contribute to a positive ‘Customer First’ environment within the CEC.
• Achieve Productivity, Care and Revenue targets.
• Handle all inbound calls without delay, optimising revenue opportunities and communicating flyadeal policies and procedures in a clear polite manner.
• Escalate issues to management for further review immediately when required.
• Engage with Customers using ‘flyadeal voice’, identify opportunities to ‘surprise and delight’.
• Actively engage with management to produce own Personal Development Plan, identifying development needs to support career growth and exceed KPIs.
• Maintain a thorough knowledge of all flyadeal products, services, systems and current marketing campaigns, providing accurate information and responses to Customers at all times.
• Ensure all data entered into flyadeal systems is accurate and within established guidelines.
• Support Team Leaders as required with flight disruption actions and system admin (incl. Queue Management and Cancelled Flight processing).
• Monitor Customer feedback and operational issues, escalating recurring issues without delay .
• Work with colleagues across the business to resolve complaints and refine and improve the overall Customer Journey.

• High School or Bachelor Degree
• Microsoft Office
• Work in shifts