Call Centre Agent

Job title:

Call Centre Agent

Company:

Antal International

Job description

Job DescriptionResponsibilities:

• Accurate update and maintenance of files and data related to airline damage pilfer reports (DPR)
• Ad hoc entering of aviation Damage Pilfer Reports (DPR) claims into the company database, ensuring accuracy at all times
• Contacting airline passengers via phone and email in line with airline contractual requirements
• Issuing final settlement of claims within the parameters defined by the airline contract and the Montreal Convention (1999)
• Ensuring that the final settlement is in the best interests of the client airline and Company while maintaining passenger satisfaction
• Arranging and following up on the collection of damaged items and the delivery of repaired or replacement items through third-party suppliers
• Assessment of collected airline passenger luggage to determine whether repair or replacement is the appropriate course of action
• Ensuring that the Company remains compliant with all data protection legislation through appropriate action and decision-making
• Ad hoc, but reasonable, requests from supervisors, management, or clients

• Key Accountabilities: Measurement Indicators ( success criteria) Time Allocation % (Required) Airline DPR claim settlement
• Using the phone or email as appropriate
• Settling aviation-damaged luggage claims in line with the Montreal Convention (1999) and client airline requirements under contract
• Claim settled in line with airline requirements
• Audited files demonstrate the most cost-effective settlement used
• Internal KPIs met
• Audited calls meet documented criteria, including but not limited to DPA, PCI DSS 85 Data entry
• Airline DPR files
• Collections
• Deliveries
• File received via email. Information entered into DBS without error
• The logistics partner receives information regarding collection and delivery without error
• The customer receives the correct settlement, as agreed

Interested? Please apply

Expected salary

£23875 per year

Location

Berkshire

Job date

Sat, 27 Apr 2024 22:19:27 GMT

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