Call Centre Agent

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Location: Widnes
Job type: Contract/Locum
Aircraft type:
Contact: Nick Ames
Sector: Airport
Job Role:

Please note that this role is permanent, fixed term until 31st October 2018. The annual salary for this role is £17,500.

Job Summary

We are looking for a highly motivated and personable Call Centre Agent to join our Travel Services team. This team is responsible for Swissport’s airport lounge business, Aspire Airport Lounges. You will also be called upon give online support to customers via our retail website as well as delivering exceptional customer service to our lounge customers and our B2C / B2B customers, via each of the channels that we currently employ.
 
Reporting to the Head of Marketing, you will be hard working and friendly, going out of your way in order to bring exceptional customer service, bringing customer issues and queries to an amicable conclusion.
 
The role will be telephone and email system based so a personable, calm and professional demeanour is essential.
 

Job Responsibilities

  • Deliver exceptional inbound customer service via the different channels we employ such as telephone, email, web portal, online chat and potentially social media.
  • Regularly liaise with our B2B partners and their respective customer service teams in order to deliver outstanding support to their customers when called upon.
  • Own the customer contact journey, ensuring that the customer is kept informed every step of the way. Bring the interaction to an amicable, positive conclusion in a swift yet thorough manner.
  • Embrace our mantra of ‘Be Remembered’; delivering empathetic, personable, customer focussed interactions - leaving customers with a lasting, positive impression of our products and services
  • Ensure that the company’s other products and services are promoted where possible, ensuring that long term relationships are built with both B2C and B2B customers alike
  • Work within the defined current customer service parameters to calmly, professionally and eloquently handle difficult situations should they occur
  • Process the dispatch of certain purchasable products in a timely manner
  • Assist the Travel Services senior team and colleagues when required
  • Flexibility will be required as the core hours of this role (37.5 hrs. per week) will need to be worked between 8am – 7pm Monday to Friday.

Qualifications and Competencies

  • Minimum of 4 GCSE’s grade A-C including English and Maths (or equivalent);
  • Good numeracy and literacy skills
  • Able to manage workload and deadlines efficiently
  • Work effectively within a team
  • Experience of managing station and commercial relationships
  • Excellent oral and written communications;
  • Computer literate (Word, Excel, PowerPoint) Access will be considered an advantage;
  • Ability to multi-task and work effectively in a fast-paced environment;
  • Ability to work closely with other departments and managers;
  • Excellent attention to detail;

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