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For Companies At a Glance
- Tasks: Help customers resolve issues and provide creative solutions to service failures.
- Company: Join American Airlines, the world's largest airline, dedicated to customer care.
- Benefits: Enjoy a diverse work environment with opportunities for personal development and corporate perks.
- Why this job: Be part of a supportive team that values creativity and customer satisfaction.
- Qualifications: Fluent in English and either French or Spanish; strong communication and problem-solving skills required.
- Other info: Flexible working environment with a commitment to diversity and inclusion.
The predicted salary is between 28800 - 48000 £ per year.
Location: Liverpool Reservations (LPL-RESC)
Must be in possession of valid documentation to live and work in the UNITED KINGDOM at the time of applying.
Job Description Introduction
Join our American Airlines family as a Customer Relations Representative in the Europe Reservations Division. You will be part of a team dedicated to customer recovery by creatively resolving issues and recovering customers who have experienced service failures.
Key Responsibilities
- Communicate with customers to investigate and resolve complaints.
- Work collaboratively to find creative solutions for service failures.
- Provide compensation to customers when appropriate.
- Collect complaint information to help improve customer service.
- Investigate customer complaints using various software systems.
- Collaborate with partner airline Customer Relations Departments to ensure consistent service.
- Coordinate with other departments to resolve service issues and retain customers.
Qualifications
- Excellent written and oral communication skills in French or Spanish and English.
- Knowledge of AA policies, procedures, and standards.
- Commitment to professional customer service.
- Ability to make balanced decisions.
- Effective interaction with management at all levels.
- Strong listening, interpersonal, organizational, and administrative skills.
- Flexibility and ability to work under pressure.
- Self-motivated, dedicated, and open to development.
- Proficiency in MS Office and ability to learn departmental software such as Advocate, IBM, SABRE.
- Creative problem-solving skills to recover customers after service failures.
Work Environment & Inclusion
We value diversity and inclusion, fostering a dynamic workforce through our Employee Business Resource Groups. Join us to feel pride in supporting the world's largest airline as we care for people on their life's journey. Be yourself at American Airlines.
We are committed to equal employment opportunity and prohibit discrimination and harassment in the workplace.
Representative, Customer Relations - United Kingdom LPL employer: AMERICAN AIRLINES
Contact Detail:
AMERICAN AIRLINES Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Representative, Customer Relations - United Kingdom LPL
✨Tip Number 1
Familiarise yourself with American Airlines' policies and procedures. Understanding their customer service standards will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your communication skills, especially in English and either French or Spanish. Being able to effectively communicate in multiple languages is a key requirement for this position.
✨Tip Number 3
Prepare examples of how you've creatively solved problems in past roles. This will showcase your ability to handle customer complaints and recover service failures, which is crucial for this job.
✨Tip Number 4
Network with current or former employees of American Airlines. They can provide valuable insights into the company culture and expectations, helping you tailor your approach during the application process.
We think you need these skills to ace Representative, Customer Relations - United Kingdom LPL
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and qualifications required for the Customer Relations Representative position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Communication Skills: Since excellent written and oral communication skills are crucial for this role, ensure your CV and cover letter showcase your proficiency in English, French, or Spanish. Provide specific examples of how you've effectively communicated in previous roles.
Demonstrate Problem-Solving Abilities: In your application, include instances where you've creatively resolved customer complaints or service failures. This will demonstrate your ability to think on your feet and recover customers effectively.
Showcase Relevant Experience: If you have experience in customer service or working with software systems like Advocate, IBM, or SABRE, make sure to mention this in your application. Highlight any previous roles where you collaborated with teams to improve customer satisfaction.
How to prepare for a job interview at AMERICAN AIRLINES
✨Showcase Your Communication Skills
As a Customer Relations Representative, excellent communication is key. Be prepared to demonstrate your ability to articulate thoughts clearly and listen actively during the interview. Practise common customer service scenarios to showcase your skills.
✨Familiarise Yourself with Company Policies
Understanding American Airlines' policies and procedures will give you an edge. Research their customer service standards and be ready to discuss how you would apply them in real-life situations during the interview.
✨Prepare for Problem-Solving Questions
Expect questions that assess your creative problem-solving abilities. Think of examples from your past experiences where you successfully resolved customer complaints or service failures, and be ready to share these stories.
✨Demonstrate Flexibility and Resilience
The role requires working under pressure and adapting to changing situations. Be prepared to discuss times when you had to remain calm and flexible in challenging circumstances, highlighting your resilience and dedication to customer service.
