Our client, a leading airline is now recruiting for fully remote basedTravel Customer Engagement Representatives to join their team due to business growth and expansion.
The Travel Customer Engagement Representatives are responsible for assisting clients with new reservations and dealing with any customer services queries processing refunds, handling disruptions, and communicating important information to passengers. through all communication channels, including telephone, email, WhatsApp, and social media
Previous experience within a customer service or contact centre role, in the travel industry is essential.
Candidates must be available to work between a shift pattern between 7am to 10pm, 10 hours shifts, on a 3 days on, 3 days off basis
The role is initially offered on a 6 month contract with a view to go permanent.
Travel Customer Engagement Representative Duties:
Handle customer enquiries across all contact channels, providing accurate information about flights, services, fares, schedules, and policies.
Assist customers with flight bookings, modifications, cancellations, and seat selections, ensuring smooth and efficient service.
Process refunds and compensation requests in accordance with company policies, keeping customers informed throughout the process.
Provide support for group bookings, offering clear guidance on pricing, availability, and other booking-related queries.
Manage passenger rebooking during flight delays, cancellations, or disruptions, ensuring clear communication with customers regarding any changes to their travel plans.
Liaise with operations, outstations, and ground services to ensure smooth handling of disruptions and to minimise passenger inconvenience.
Handle complaints and escalations with a customer-first approach, striving to resolve issues efficiently and professionally offering service recovery in line with departmental guidelines.
Travel Customer Engagement Representative Experience Required:
Previous experience in a customer service or contact centre role within the travel industry
Strong communication skills, both written and verbal, with the ability to handle customer enquiries and complaints professionally.
Excellent problem-solving abilities, with a focus on delivering fast and effective solutions.
Ability to work under pressure, especially during periods of disruption, and to manage multiple tasks simultaneously.
Strong organisational skills and attention to detail in managing bookings, refunds, and other customer interactions.
Travel Customer Engagement Representative Salary and Benefits:
Base Salary £30,000
25 days annual leave
Private Medical Insurance
Fully Remote
Pension
To apply for this Travel Customer Engagement Representative role, please email your CV and a member of the team will be contact to discuss the role.