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