Customer Service Agent

Key Responsibilities

• Contribute to a positive Customer First environment within the CEC
• Achieve Productivity, Care and Revenue targets
• Handle all inbound calls without delay, optimizing 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
• Bachelor s Degree or High School
• Customer Service and calls handling