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Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
0030d87b7db7
Job Views:
95
Posted:
22.01.2025
Expiry Date:
08.03.2025
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 the company requests 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 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.
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