Call Centre Agent

Our client is looking for a Call Centre Agent to join their team, responsible for the accurate and timely administration and settlement of damage claims.

The role involves communicating directly with clients by telephone and email, assessing claims and damaged luggage, arranging repairs or replacements, and ensuring claims are settled in accordance with Industry contractual requirements.

The successful candidate will provide a high level of customer service while ensuring claims are settled cost-effectively and in line with client requirements. The role also involves accurate data entry, liaising with internal departments and third-party suppliers, and ensuring compliance with data protection and company procedures.

This is a fast-paced operational role that can involve dealing with customers in stressful or service recovery situations. The successful candidate will therefore need to demonstrate excellent communication skills, attention to detail, adaptability and resilience.

Person / Experience Required

· Experience working in a high-pressure, fast-paced or fluid customer service environment - desirable.

· Strong customer service skills with the ability to communicate professionally with members of the public.

· Excellent attention to detail and accuracy when handling customer and claim information.

· Ability to assess information and make appropriate decisions within defined guidelines.

· Ability to remain calm and professional when dealing with customers in stressful or service recovery situations.

· Adaptable and resilient, with the ability to respond effectively to changing priorities and requirements.

· Ability to work effectively as part of a team and build positive working relationships with colleagues, suppliers and clients.

· Understanding of the importance of confidentiality and data protection when handling customer information.

Key Skills Required

· Excellent verbal and written communication skills.

· Strong telephone and email customer service skills.

· Accurate data entry and record maintenance.

· Excellent attention to detail.

· Ability to assess and settle claims within defined parameters.

· Ability to negotiate appropriate outcomes with customers and suppliers.

· Ability to prioritise and manage multiple tasks in a b...