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- Tasks: Join our team as a Call Centre Agent, handling airline damage claims and ensuring passenger satisfaction.
- Company: Work with an international client in the aviation industry, known for its commitment to quality service.
- Benefits: Enjoy a temp-to-perm role with opportunities for growth and development in a dynamic environment.
- Why this job: Be part of a supportive team, making a real impact on customer experiences in the aviation sector.
- Qualifications: Fluent English and basic MS Office skills required; airport or call centre experience is a plus.
- Other info: Ideal for detail-oriented team players who thrive under pressure and enjoy helping others.
The predicted salary is between 24000 - 36000 £ per year.
My international client requires an experienced Call Centre Agent to join their team on a temp-to-perm basis.
Overall Purpose:
- Accurate update and maintenance of files and data related to airline damage pilfer reports (DPR).
- Ad hoc entering of aviation Damage Pilfer Reports (DPR) claims into the company database, ensuring accuracy at all times.
- Contacting airline passengers via phone and/or email in line with airline contractual requirements.
- Issuing final settlement of claims within the parameters defined by the airline contract and/or the Montreal Convention.
- Ensuring that the final settlement is in the best interests of the client airline whilst maintaining passenger satisfaction.
- Arranging and following up on the collection of damaged items and the delivery of repaired or replacement items through third-party suppliers.
- Assessment of collected airline passenger luggage to determine whether repair or replacement is the appropriate course of action.
- Ensuring that the Company remains compliant with all data protection legislation through appropriate action and decision making.
- Ad hoc, but reasonable, requests from supervisors or management or clients.
Key Accountabilities:
- Using the phone or email as appropriate.
- Settling aviation-damaged luggage claims in line with the Montreal Convention and/or client airline requirements under contract.
- Data Entry.
- Airline DPR files.
- Collections.
- Deliveries.
- Cross-departmental support.
- Supporting the operational and administrative functions as the company requested by supervisor or manager.
Communication:
- To negotiate with and influence the workshop team to ensure the timely repair of customer luggage to an acceptable standard.
- To convey to the workshop team sufficient and accurate information to facilitate the repair.
- To convey accurate and timely information to the warehouse team to ensure that the correct product is delivered to the correct address at the correct time.
Reporting of Service Failures:
- To provide an accurate report on any service failure by a supplier to the line manager.
Skills and Experience:
- Fluent or native written and spoken English - essential.
- Basic MS Office skills - essential.
- Experience in an airport operation - desirable.
- Experience in an operational call centre environment - desirable.
Person/Team Fit:
- Team player with excellent verbal skills and a keen eye for detail.
- Able to cope under the pressure of a service recovery situation, dealing with the public in accordance with Company Policy when in a stressed frame of mind.
Call Centre Agent (Aviation) employer: Parkside
Contact Detail:
Parkside Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Agent (Aviation)
✨Tip Number 1
Familiarise yourself with the Montreal Convention and airline policies related to damage claims. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since you'll be dealing with passengers, being able to convey information clearly and empathetically is crucial for success in this role.
✨Tip Number 3
Gain some experience or knowledge about data entry systems and how to maintain accurate records. This will show that you're prepared to handle the administrative aspects of the job effectively.
✨Tip Number 4
Network with professionals in the aviation industry or join relevant online forums. This can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace Call Centre Agent (Aviation)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in call centre operations and any specific skills related to aviation. Emphasise your ability to handle customer queries effectively and your attention to detail.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the aviation industry and your understanding of the role. Mention your experience with data entry and customer service, and how you can contribute to maintaining passenger satisfaction.
Highlight Relevant Skills: In your application, clearly outline your proficiency in English and any basic MS Office skills. If you have experience in an airport operation or a call centre environment, make sure to include that as well.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Parkside
✨Showcase Your Communication Skills
As a Call Centre Agent, strong verbal communication is key. Be prepared to demonstrate your ability to communicate clearly and effectively, both in person and over the phone. Practice common interview questions and answers to ensure you can articulate your thoughts well.
✨Familiarise Yourself with Aviation Terms
Since the role involves handling airline damage reports, having a basic understanding of aviation terminology will be beneficial. Brush up on relevant terms and concepts related to airline operations and customer service to show your enthusiasm and preparedness.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle stressful situations. Think of examples from your past experiences where you successfully resolved issues or managed difficult customers, and be ready to discuss them.
✨Demonstrate Attention to Detail
The role requires accurate data entry and maintenance of records. Highlight your attention to detail by discussing previous experiences where accuracy was crucial. You might also want to mention any tools or methods you use to ensure precision in your work.
