Multi-skilled Contact Centre Agent

Job description

We believe in providing excellent, efficient and inspirational contact centre experiences to all customers using the Avios currency. We do this by delivering value, loyalty and engagement to our employees, our business and our customers.

Multi-skilled Agents are an integral part of this process and we are currently looking for 3 more to join our ever growing team who answer all call types and all customer queries! The aim is to offer first contact resolution and continue to add value and exceptional customer service.

What will you be doing in the role?

• Answer inbound service, sales calls and service customers who want to book, amend and cancel their travel plans, adding value where possible
• Strive for first contact resolution for all Avios customers
• Lead the CCC in this change, leading by example and be flexible to change and growth
• Offer exceptional customer service, which exceeds all customers expectations, promoting collection opportunities
• Meet and exceed individual and team KPI’s
• Promote travel opportunities through the use of personal travel experiences and training
• Attend initial multi skilling training and ongoing training sessions to improve product knowledge and system ability
• Look for other opportunities to drive customer interaction (for example calling 'New Joiners’), identifying opportunities to drive, and add, revenue and value

What skills do you need to have?

• Happy to work Contact Centre roster shifts between 06:00-20:00, Monday-Sunday, 365 days a year(these can be subject to change).
• Proven ability of delivering excellent customer service
• A passion about adding value to customer’s experience and interaction with Avios
• An excellent telephone manner with strong verbal and written communication skills and proven ability to build rapport with customers
• A proven ability to meet and exceed multiple targets through individual performance
• Ambition, motivation and drive to succeed within Avios
• Able to portray a professional and positive attitude and live Avios company values
• A strong team player who enjoys a challenge, and able to work under own initiative
• Can demonstrate flexibility and reliability and able to adapt as this team expands in line with customer demand

What we will offer you!

• An Annual salary of £15,204 plus monthly capped commission
• Annual Bonus (dependant on Company & Individual Performance)
• Company Pension
• Private Health Care
• Childcare Vouchers
• Travel Insurance
• Exciting global travel industry discounts including flights, hotels, international rail, cruises & tour operators
• After 6 months service, BA Staff concessions
• New Joiner Avios/Birthday Avios/Thank you Avios
• Discounted Train fares
• 25 days annual leave, plus 2 days charity leave