Customer Experience Agent

Description Key Responsibilities

• Foster a positive "Customer First" environment within the Customer Experience Center (CEC).
• Meet and exceed targets for Productivity, Care, and Revenue.
• Handle inbound calls promptly, optimize revenue opportunities, and communicate flyadeal policies and procedures clearly and politely.
• Escalate issues to management for immediate review when necessary.
• Engage with customers using the flyadeal voice, identifying opportunities to surprise and delight them.
• Collaborate with management to create a Personal Development Plan, addressing development needs to support career growth and KPI achievement.
• Maintain comprehensive knowledge of all flyadeal products, services, systems, and marketing campaigns to provide accurate and timely responses to customers.
• Ensure accurate data entry into flyadeal systems, adhering to established guidelines.
• Assist Team Leaders with flight disruption actions and system administration, including queue management and canceled flight processing.
• Monitor customer feedback and operational issues, escalating recurring problems promptly.
• Collaborate with colleagues across the business to resolve complaints and improve the overall customer journey.

• Bachelor’s Degree or High School diploma.
• Experience in customer service and call handling.