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Service centre representative

Mission 

Treat all in- and outgoing calls, emails and all other tasks related to all types of clients at Front- or Back Office Level, respond to questions and demands, as a first point of contact, in line with the Call Centre’s objectives and procedures in order to guarantee an excellent customer service and maximize customer satisfaction.

Tasks

  • Offer helpdesk service to all type of clients by means of answering specific questions, working out and offering solutions in order to meet the clients’ needs.
  • Prepare travel routes and make reservations on the company’s and partner airlines’ network for all types of clients.
  • Create and follow up reservation files (e.g. follow up changes in flight schedule changes, adapt reservations,…) in order to inform the client about changes and adapt customer data when needed.
  • Answer questions referring to the company’s products, make updates, find and offer solutions to the client in order to meet the clients’ needs in a correct and timely way and to achieve the premised SLA’s.
  • Write out award tickets and send them if necessary, in order to deal with administrative files for the company and third parties.
  • Participate actively in a positive state of mind in all training sessions, briefings and side-by-side coaching in order to improve his performance in terms of productivity and quality.

 Profile

  •  Higher secondary education
  • previous experiences as a call centre agent are an asset
  • Speaks fluently three languages, mainly Dutch, French and English, but also Italian, Spanish and German are appreciated. Any other language is an asset.
  • Geographical knowledge (reroutings).
  • Microsoft office, Internet/Intranet
  • In-house training on the applicable reservation system, processes and procedures

 

 

 


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