Starting salary £19,883.05 p.a. plus £2,254.02 London Weighting Allowance
Language Allowance £730.44 p.a. (when fluent in 3 European Languages)
Temporary 12 months, Full-time
Flight Concessions & Pension Scheme after 6 months continuous service
Start Date: 1 February 2011
European Customer Care Officer
WEMBLEY, North London
Languages Requested: French, German, Spanish, Italian, Swedish, Portuguese, Norwegian, Finnish or Danish
ROLE
The Officer´s main responsibility is to respond in a positive and commercial manner to correspondence relating to passengers´ reaction both positive and negative to aspects of our products or services.
The Officers are also expected to give systematic feedback and suggestions from these customers´ interactions that can be the basis of improving the quality of service in the future. The prime objective is to satisfy the customer and encourage re-purchase.
The Officers are also expected to give systematic feedback and suggestions from these customers´ interactions that can be the basis of improving the quality of service in the future. The prime objective is to satisfy the customer and encourage re-purchase.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Handling of Air France Customer passage claims:
• According to AF/KL/DL and AEA quality service standards
• Consider the financial interests of the company
• Increase customer satisfaction by applying AF/KL/DL After-Sale & Customer Care policy
• Contribute to customer loyalty
• Take incoming customer telephone calls and, if necessary, open complaint file and follow up if/when required
• Take overflow Customer Contact calls during periods of low Customer Care activity
Handling Correspondence and outgoing phone calls:
• Prioritise incoming mail according to customer´s status in Fidelio
• Send acknowledgment email or give acknowledgment call to Elite customers within 5 days
• Settle simple and straight forward claims on the phone
• Give acknowledgment call in case of missing documents within 5 days
• Analyse the nature of the claim and research all relevant internal information to handle it efficiently
• Start luggage investigation and update the World tracer file when receiving mixed claims
• For Elite and sensitive claims, contact the AF/KL/DL commercial teams before settling and suggest a commercial gesture if appropriate with help of Supervisor
• Decide on the level of compensation according to company guidelines and legal obligations
• Respond to customer according to AEA standards targets and engagements by demonstrating a sound commercial sense
• Write a personalised response for elite claims
• Monitor payments (MCO/TCVs/Cheques/bank transfer)
• Be aware and comply to the specific SLA between the ESSC and the establishments regarding: legal cases, sensitive customers, MEPs, personal injuries
Communication:
• Report to the Customer Care Team leader/Supervisor on customer reactions/comments for corrective action as and when necessary
• Communicate information about products and services to customers
• Communicate problems and difficulties to Customer Care Team Leader / Supervisor
• According to AF/KL/DL and AEA quality service standards
• Consider the financial interests of the company
• Increase customer satisfaction by applying AF/KL/DL After-Sale & Customer Care policy
• Contribute to customer loyalty
• Take incoming customer telephone calls and, if necessary, open complaint file and follow up if/when required
• Take overflow Customer Contact calls during periods of low Customer Care activity
Handling Correspondence and outgoing phone calls:
• Prioritise incoming mail according to customer´s status in Fidelio
• Send acknowledgment email or give acknowledgment call to Elite customers within 5 days
• Settle simple and straight forward claims on the phone
• Give acknowledgment call in case of missing documents within 5 days
• Analyse the nature of the claim and research all relevant internal information to handle it efficiently
• Start luggage investigation and update the World tracer file when receiving mixed claims
• For Elite and sensitive claims, contact the AF/KL/DL commercial teams before settling and suggest a commercial gesture if appropriate with help of Supervisor
• Decide on the level of compensation according to company guidelines and legal obligations
• Respond to customer according to AEA standards targets and engagements by demonstrating a sound commercial sense
• Write a personalised response for elite claims
• Monitor payments (MCO/TCVs/Cheques/bank transfer)
• Be aware and comply to the specific SLA between the ESSC and the establishments regarding: legal cases, sensitive customers, MEPs, personal injuries
Communication:
• Report to the Customer Care Team leader/Supervisor on customer reactions/comments for corrective action as and when necessary
• Communicate information about products and services to customers
• Communicate problems and difficulties to Customer Care Team Leader / Supervisor
REQUIRED SKILLS
• PC: Word/Excel/Lotus Notes
• Excellent written and verbal skills in English and at least one of the languages required (German, Italian, Spanish, Portuguese, French, Swedish, Finnish, Danish or Norwegian)
• Experience in using the Air France working tools is an advantage: Fidelio, Amadeus, Intranet, Gaelle, Milord, ISIS, Tonus, IMS, Star, World Tracer
• Air France, KLM and Delta products & services
• Knowledge of legal regulations (EC 261/2004 & Montreal Convention and local legislations) an advantage
• Air France, KLM and Delta General Conditions of Transport an advantage
• Air France, KLM and Delta Marketing & Press and Communication an advantage
• Excellent written and verbal skills in English and at least one of the languages required (German, Italian, Spanish, Portuguese, French, Swedish, Finnish, Danish or Norwegian)
• Experience in using the Air France working tools is an advantage: Fidelio, Amadeus, Intranet, Gaelle, Milord, ISIS, Tonus, IMS, Star, World Tracer
• Air France, KLM and Delta products & services
• Knowledge of legal regulations (EC 261/2004 & Montreal Convention and local legislations) an advantage
• Air France, KLM and Delta General Conditions of Transport an advantage
• Air France, KLM and Delta Marketing & Press and Communication an advantage