Description

The Customer Service Agent ensures a positive, customer-first experience by handling calls efficiently, optimizing revenue, and addressing concerns professionally. Responsibilities include communicating flyadeal policies, accurate data entry, resolving complaints, and supporting flight disruption management. Agents maintain product knowledge, meet performance targets, and enhance the overall customer journey.

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.

Requirements:

• Bachelor’s Degree or High School
• Customer Service and calls handling