Starting salary £19,504.83 p.a. including 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
European Customer Care Agent
WEMBLEY, North London
Languages Requested: Dutch, Danish, German and English
ROLE
The Customer Care Agent’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 Agents 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 Agents 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 and AEA quality service standards
• Consider the economical interests of the company
• Increase customer satisfaction by applying Air France After-Sale & Customer Care policy
• Contribute to customer loyalty
• Take overflow VAD calls during periods of low Customer Care activity
Handling Correspondence and outgoing phone calls:
• Prioritise incoming mail according to customer’s status in Fidelio tool
• 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
• Flag specific cases to establishments in line with Service Level Agreement
• 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 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
• Monitor payments (MCO/Cheques/bank transfer)
• Be aware and comply to the specific SLA between Wembley 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
• Report to travel agency/AF Lawyer/AF concerned departments
• Communicate information about products and services to customers
• Communicate problems and difficulties to Customer Care Team Leader / Supervisor
• According to AF and AEA quality service standards
• Consider the economical interests of the company
• Increase customer satisfaction by applying Air France After-Sale & Customer Care policy
• Contribute to customer loyalty
• Take overflow VAD calls during periods of low Customer Care activity
Handling Correspondence and outgoing phone calls:
• Prioritise incoming mail according to customer’s status in Fidelio tool
• 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
• Flag specific cases to establishments in line with Service Level Agreement
• 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 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
• Monitor payments (MCO/Cheques/bank transfer)
• Be aware and comply to the specific SLA between Wembley 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
• Report to travel agency/AF Lawyer/AF concerned departments
• Communicate information about products and services to customers
• Communicate problems and difficulties to Customer Care Team Leader / Supervisor
REQUIRED COMPETENCIES
• Adaptability
• Communication
• Team Work
• Analytical skills
• Quality focus
• Customer focus
• Communication
• Team Work
• Analytical skills
• Quality focus
• Customer focus
If you are interested in applying for this vacancy, please send your application to mail.eur.hr.recruit@airfrance.fr.