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- Tasks: Help customers navigate their travel experiences with empathy and professionalism.
- Company: Join EasyJet, Europe's leading airline with over 1000 routes across 35 countries.
- Benefits: Enjoy 28 days holiday, discounts, wellness classes, and a supportive work environment.
- Why this job: Be part of a dynamic team that values customer care and offers career growth opportunities.
- Qualifications: Quick learner with strong communication skills and a passion for service excellence.
- Other info: Full-time role in Glasgow with a 4-week training program including a visit to Luton office.
Are you ready to take your career to new heights? Become one of EasyJets incredible Service Excellence Specialists and help make everyones journey an unforgettable one!
- Sart date: 03/03/2025
- Location: Glasgow- This is an office based role only. There is no option to work from home for this role. There is also no part time hours available
- Salary: £12.20ph
- Shifts: Full time – 40hrs per week – 09.00-18.00 – Mon – Fri (There is a possibility that weekend working and later operating hours may be required at a later date)
- Training Duration: 4 Weeks- As part of your 4-week training program, you will have the exciting opportunity to visit EasyJet\’s Luton office for a day!. This will allow you to gain first-hand experience and insight into our operations, culture, and team environment. All travel will be arranged for you to ensure a smooth and valuable learning experience.
Job Role: Service Excellence Specialists
COMPANY – EasyJet
We’re Europe’s leading airline – with a network of over 1000 routes across 35 countries. We lead the industry in data, digital, web, engineering and operational innovations, to make travel easier and great value for our customer.
But sometimes travel doesn’t always go to plan or circumstances outside our control means that at times, the customer journey gets disrupted and that is when we need to rely on outstanding customer service to respond to those situations.
THE ROLE
You will be an essential customer touch point for our customers who are vulnerable, sensitive cases and those which are potentially brand sensitive. This role requires the highest level of customer care with every case handled delivering empathy, understanding, professionalism and clarity both on the telephoine and by email. As EasyJet Ambassadors, you will demonstrate the Orange Spirit in all that you do.
ESSENTIAL COMPETENCIES
- Empathy and Understanding: Showing genuine care and empathy is essential. Customers who feel understood are more likely to trust and respond positively to guidance or resolutions
- Clarity and Professionalism: Communicating clearly and accurately, whether on the phone or by email, can make a significant difference. This includes explaining options or next steps in straightforward language, avoiding jargon, and being patient with customer questions.
- Consistency and Reliability: Establishing a clear and supportive response that remains consistent across all interactions can reassure customers, especially in sensitive cases where they need to feel valued and secure.
- Listening Skills: Often, these customers may need to share more details than usual to feel understood. Actively listening, without rushing, helps in accurately addressing their concerns and identifying suitable solutions.
- Organisational skills:You will have excellent attention to detail, time keeping along with strong planning and scheduling abilities
- Follow-Up and Resolution: For sensitive or brand-related cases, timely follow-up shows commitment and reinforces trust, especially if additional steps are needed to resolve an issue fully
WHAT WE NEED FROM YOU:
- Quick learner – we have a number of systems which you will be required to become proficient in
- PC and multi tasking skills with the ability to navigate multiple systems with ease
- Strong verbal and written skills
- Ability to interact with a variety of people and situations
- Take ownership of situations with positivity, resilience with the dedication to providing Service Excellence
- Ownership! – We want you to own each case that comes to you, building trust and demonstrating the highest level of integrity with our customers
Benefits of being a Customer Service Representative
- On-line recruitment process, with potential job offer within 24 hours and fully paid training
- 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
- Lifestyle Benefits programme – featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes through our own Community Online Academy.
- Refer & Earn Scheme – earn up to £900 for referring a friend to work for TP! And £300 for your friend too!
- Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days’ year and our Interactive Health and Wellbeing Hub
- Life Assurance Cover & Pension Scheme
- Length of Service and monthly recognition awards
- Opportunities for career development and progression
Teleperformance | Service Excellence Specialists - EasyJet employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Teleperformance | Service Excellence Specialists - EasyJet
✨Tip Number 1
Familiarize yourself with EasyJet's values and customer service philosophy. Understanding the 'Orange Spirit' will help you align your approach during interviews and demonstrate that you embody the qualities they seek.
✨Tip Number 2
Practice active listening skills. Since the role requires empathy and understanding, being able to showcase your ability to listen and respond thoughtfully in a mock interview can set you apart from other candidates.
✨Tip Number 3
Prepare for situational questions that assess your problem-solving abilities. Think of examples from your past experiences where you handled sensitive customer interactions effectively, as this will highlight your suitability for the role.
✨Tip Number 4
Be ready to discuss your organizational skills. Since the job involves managing multiple systems and tasks, demonstrating how you prioritize and keep track of details will show that you're equipped for the demands of the position.
We think you need these skills to ace Teleperformance | Service Excellence Specialists - EasyJet
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Service Excellence Specialist position at EasyJet. Highlight your relevant experience in customer service and your ability to handle sensitive situations.
Tailor Your CV: Customize your CV to reflect the skills and competencies mentioned in the job description. Emphasize your empathy, communication skills, and any experience you have with customer care, especially in challenging scenarios.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of EasyJet's values. Use specific examples from your past experiences to demonstrate how you embody the qualities they are looking for, such as professionalism and clarity.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Teleperformance
✨Show Your Empathy
During the interview, emphasize your ability to empathize with customers. Share examples of how you've handled sensitive situations in the past, demonstrating your understanding and care for customer needs.
✨Communicate Clearly
Practice clear and concise communication. Be prepared to explain complex ideas in simple terms, as this is crucial for the role. Use straightforward language and avoid jargon when discussing your experiences.
✨Demonstrate Active Listening
Show that you can actively listen by engaging with the interviewer. Ask clarifying questions and reflect on what they say to demonstrate your attentiveness and willingness to understand their perspective.
✨Highlight Your Organizational Skills
Discuss your organizational skills and how they help you manage multiple tasks effectively. Provide examples of how you prioritize tasks and maintain attention to detail, which are essential for handling customer inquiries.
