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Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
0030d87b7db7
Job Views:
7
Posted:
24.04.2025
Expiry Date:
08.06.2025
Job Description:
My international client requires an experienced Customer Service Administrator 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 requested by supervisor or manager
Communication:
* Workshop: 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
* Warehouse: 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 line
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
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