Customer Service Agent; English

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We are Cavu, a travel-tech and hospitality company built to make journeys smoother, more rewarding and more human.

From our platform that helps airports unlock more value across the passenger journey, to our airport lounges and hospitality experiences people love, everything we do is designed to make travel better for passengers and the businesses that serve them.

That takes people with fresh ideas, different perspectives and the confidence to challenge what already exists.

At Cavu, you’ll have the space to think, the support to grow and the freedom to be yourself. Whether you’re working from one of our offices, at home, in our lounges or on the road, you’ll be empowered to create, innovate and help shape better travel experiences.

Know the way.

Together, we can reach new heights.

As a Customer Service Advisor, you’ll help customers across a range of channels, including email, live chat, reviews and social media.

You’ll answer questions, resolve complaints and investigate customer feedback, working with internal teams and service providers to understand what has happened and provide a thoughtful, accurate response. You’ll support customers using CAVU services including airport parking, transfers and lounges, helping to create a positive experience at every stage of their journey.

This is a varied role where careful listening, clear communication and a calm, considerate approach will make a genuine difference to our customers.

• Respond to customer questions, complaints, reviews and feedback through email, live chat and social media.
• Investigate customer concerns by gathering the relevant facts and working closely with service providers and internal teams.
• Provide clear, personalised responses within agreed service standards.
• Follow customer interactions through to a fair and appropriate conclusion.
• Use information from your investigation to help determine whether financial recompense may be appropriate.
• Work across several reservation systems and customer-service platforms, keeping information accurate and up to date.
• Build your understanding of our products, services and service-provider operations.
• Share customer feedback, trends and insights to help improve our services and processes.
• Produce customer-related reports when needed to support wider business projects.
• Support administrative tasks and other team activities focused on understanding and responding to customer needs.

You’ll be someone who cares about helping people and can bring reassurance, patience and good judgement to each conversation. You’ll feel comfortable taking ownership of a customer concern while knowing when to seek advice or support.

• Previous experience in a customer-service environment.
• Clear and compassionate written and verbal communication skills.
• Confidence supporting customers who may be disappointed or demanding.
• Strong listening and relationship-building skills.
• A thoughtful approach to problem-solving and analysing information.
• Careful attention to detail and accuracy.
• Confidence using desktop applications, digital tools and social media platforms.
• The ability to adapt, organise your workload and work independently.
• A collaborative approach and willingness to share knowledge with colleagues.

• 25 days’ holiday, increasing with service up to 28 days.
• The option to buy up to 10 additional days’ holiday, plus four flexible bank holidays.
• A 10% company pension.
• On-site gym.
• Flexible benefits and discounts, including up to 50% off CAVU products such as Escape…