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