Call Centre Agent

Job title:

Call Centre Agent

Antal International

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