Call Centre Agent (Aviation)

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Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

6ecdcbb9db74

Job Views:

7

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

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

• 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