Customer Experience Agent

Roles and responsibilities

The Customer Experience Agent ensures a positive, customer-first experience by handling calls efficiently, optimizing revenue, and addressing concerns professionally. Responsibilities include communicating flyadeal policies, accurate data entry, resolving complaints, and supporting flight disruption management. Agents maintain product knowledge, meet performance targets, and enhance the overall customer journey.

Key Responsibilities:

• Contribute to a positive ‘Customer First’ environment within the CEC.
• Achieve Productivity, Care and Revenue targets.
• Handle all inbound calls without delay, optimizing revenue opportunities and communicating flyadeal policies and procedures in a clear polite manner.
• Escalate issues to management for further review immediately when required.
• Engage with Customers using flyadeal voice, identify opportunities to ‘surprise and delight.
• Actively engage with management to produce own Personal Development Plan, identifying development needs to support career growth and exceed KPIs.
• Maintain a thorough knowledge of all flyadeal products, services, systems and current marketing campaigns, providing accurate information and responses to Customers at all times.
• Ensure all data entered into flyadeal systems is accurate and within established guidelines.
• Support Team Leaders as required with flight disruption actions and system admin (incl. Queue Management and Cancelled Flight processing).
• Monitor Customer feedback and operational issues, escalating recurring issues without delay.
• Work with colleagues across the business to resolve complaints and refine and improve the overall Customer Journey.

Desired candidate profile

Bachelor’s Degree or High School
Customer Service and calls handling

Communication Skills: Excellent verbal and written communication skills to interact clearly and professionally with customers.
Problem-Solving: Strong ability to resolve issues quickly and effectively while maintaining customer satisfaction.
Customer-Centric Mindset: A genuine desire to help others and focus on delivering outstanding customer service.
Patience and Empathy: Ability to remain calm and patient with customers, especially during difficult or stressful situations.
Active Listening: Ability to listen attentively and understand customer needs and concerns.
Multitasking Ability: Ability to handle multiple tasks or customer inquiries at the same time without sacrificing quality.
Attention to Detail: Ability to accurately record customer information, feedback, and actions taken.
Time Management: Ability to prioritize tasks and manage time efficiently to handle a high volume of customer interactions.
Tech Savvy: Proficiency in using CRM systems, email platforms, live chat, and other customer service tools.