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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 office role in Glasgow with a 4-week training program including a visit to Luton.
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 where you've successfully handled sensitive customer interactions or resolved conflicts, as these experiences will be crucial for this role.
✨Tip Number 4
Be ready to discuss your organizational skills and how you manage multiple tasks. Since the job involves navigating various systems, demonstrating your ability to stay organized under pressure will be key to impressing the hiring team.
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 how it aligns with the role.
Showcase Empathy and Communication Skills: In your application, emphasize your ability to demonstrate empathy and professionalism. Provide examples of how you've effectively communicated with customers in sensitive situations, both verbally and in writing.
Highlight Organizational Skills: Mention your organizational skills and attention to detail. Describe any experiences where you successfully managed multiple tasks or systems, showcasing your ability to navigate complex situations efficiently.
Tailor Your CV and Cover Letter: Customize your CV and cover letter to reflect the specific competencies mentioned in the job description. Use keywords from the listing to ensure your application stands out and demonstrates your fit for the 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 summarizing what the interviewer says and asking clarifying questions. This will highlight your listening skills and your commitment to understanding customer concerns.
✨Highlight Your Organizational Skills
Discuss your organizational abilities and how they help you manage multiple tasks effectively. Provide examples of how you prioritize tasks and ensure timely follow-ups, especially in sensitive cases.
