Customer Support Advisor
- easyJet - 44 jobs https://www.jobsinaviation.com/jobs/aviation/easyjet/ https://www.jobsinaviation.com/Images/Default/recruiters/Thumbnail/c8af808d-5d02-4385-abe7-72a5b3b45582131202433215856711.png
Greater London, England
We have disrupted the way people travel since we started 25 years ago, and we don't intend on stopping. We may be facing the biggest challenge in our history, but we are confident that throughout the pandemic we have taken the right action to build back stronger and better - and we want you to play a part in that and #belongherewithus.
We have been named as Britain's Most Admired Company of 2020 in the transport sector, retaining the leading position for a second year running. We support. We empower. We excite. And we do it our way. We're uniquely different. We're easyJet.
In 2019 we launched our brand new easyJet holidays business, combining handpicked hotels and best-in-class technology with easyJet's flexible flights to provide hassle-free personalised holiday experiences under a trusted brand. We have all the right ingredients to build a successful business that is agile, innovative, energetic and will continue to disrupt the holidays market. This particular opportunity sits within the Customer & Operations team of easyJet holidays.
We're an ambitious bunch and have big plans but we're on the lookout for some additional hands. All we need are the right people. People with energy and get-up-and-go, who want to create great experiences for our customers, help us spread the word and are up for a challenge. That's where you come in - join us as an On Holiday Support Advisor and help us build a world class team.
This is an exciting opportunity allowing you to provide world class service to our customers the moment they touch down in one of our beach or city destinations across Europe. We are a fast paced contact centre where you will offer customer care and problem solutions via telephone and other digital platforms.
You will be part of our Holidays Operations Centre team based in the easyJet Integrated Control Centre in Luton, who are there for our customers 24/7/365.
Our On Holiday Support Advisors work seasonal contracts for 8 months of year which offers fantastic flexibility if you have commitments outside of work. We also work on a rota of 4-shifts-on, 4-shifts-off basis.
> Provide exceptional levels of customer care on all in bound calls. Offering solutions in a timely manner resolving queries in the first contact
> Resolve complaints under company guidance to the satisfaction of our customers
> You will be instrumental in dealing with challenges and assisting with emergency situations during your working day
> You will be target driven with a clear focus on customer centricity and quality of service
> You will be empowered to offer solutions, supported by our team of Duty Managers
> You will protect the welfare of all easyJet holidays customers in the event of crisis or serious incident
> Identify customer needs, clarify information offering exceptional service by going the extra mile
> Maintain the Holidays Operations Centre systems and administrative duties with high accuracy
> Offer suggestions for streamlining processes to increase efficiency
> Own specific allocated tasks to drive continuous improvement in ways of working
> Show you care by ensuring customers are kept informed of any disruptive events and providing support when they need us most
> Ensure call handling meets our key indicators of First Call resolution and Average speed of answer by solving an issue and seeing it through
> Ensure a strong performance against customer satisfaction and quality targets, measured through service satisfaction surveys and resolution data.
> Share your knowledge and expertise to actively assist with on holiday customer communications in line with approved scenarios and templates
> Use regular call monitoring feedback to improve quality performance
> Ensure all contact calls are acknowledged as per our Service Level Agreements
> Input records of complaints and incidents onto our database in a comprehensive and detailed manner
> Have full working knowledge of easyJet holidays systems
Approvals and Compliance
> Ensure compliance and development of company policy/procedures.
> Support with investigations from both external and internal customers.
- Full time
Posted 3 Jan 2022
Closes 2 Feb 2022
This job was posted to: Product support