Customer Service Agent

Working for our client at their London Heathrow site.

•    To support the operation by ensuring incoming and outgoing contact from/to customers is dealt with in a swift and professional manner
•    To assist customers by using best practice to solve operational issues and to use recognised methods to provide feedback to the operations team to ensure service continually improves.
•    To provide accurate and timely reporting to a select group of customers, internal and external

Main Duties & Responsibilities:
     
•    Accepting calls from customers and responding as appropriate
•    Ensuring KPI levels are understood, communicated and attained across the department and in line with objectives
•    Working with the team leader/manager to assist with department objectives, such as call performance, productive use of time and clear communication
•    Recording of business-critical information to effect positive change and improvement
•    Identifying needs and establishing client requirements
•    Working as part of a close-knit team in identifying opportunities to improve the service and reporting findings

People & Communication:

•    Developing positive relationships with colleagues and team members and supporting the overall objective of improving the Customer Experience
•    Obtaining and processing information to enable appropriate decisions to be made
•    Ensuring good verbal and written dialogue with internal and external contacts/users and being committed to a process of ongoing improvement

Health & Safety/Training/Quality:
 
•    Promoting and adhering to good working practices and procedures with particular reference to the Company’s BSI/ISO standards
•    Acting responsibly towards colleagues and team members in relation to regulations and requirements in respect of Health and Safety and Aviation Security

Knowledge & Skills:

•    Customer-facing experience
•    Able to work independently and as part of a team
•    Excellent communication skills
•    Experience in similar background desirable
•    Hazardous awareness
•    Ability to work under pressure in busy fast-paced environment
•    Hard-working, flexible and able to understand the need to go above and beyond expectations
•    Aviation Security knowledge desirable

Salary : Competitive

Please apply online for this Customer Service Agent role with your CV and covering letter.

Please check your email for confirmation that your application has been received and to follow further instructions if applicable.