Reservation Customer Service Agent

Summary of Position:

The purpose of this position is to provide telephone assistance to customers as part our contract with one of Europe’s largest low fare’s airline. The successful candidate will be hard working, energetic, self-motivated with a natural ability in problem solving while maintain an enthusiastic and committed attitude.

Fluency in English is essential, both written and verbal.

Training: The first 2 weeks
Working hours: 4hrs minimum per day / 24hrs week
Hours of cover: Monday to Friday 07:00 to 22:00
Saturday: 9-19
Sunday: 10-19

Salary: 908 - 1283 Ft/hour


Training:

It takes 2 weeks, Monday to Friday either 8 am -2 pm or 2pm-8pm. (Student can only be absented from 2 training occasions however training time schedule can be modified anytime) Up on completing a successful (min.85%) final assessment, student will receive a certificate, which will allow them to work as Ryanair call center agent
Feladatok
RESPONSIBILITIES:

• Handle up to 120 inbound calls per day
• Chat training will be provided 2-3 weeks after the first work day where the agents have to handle 5 chats at the same (starting from 3 and increasing gradually)
• Process flight reservations
• Efficiently answer customer queries
• Resolve customer complaints
• Organise special needs assistance for passengers with reduced mobility
• Handle inquiries via chat / chat ticket / mail manager (e-mail).






Elvárások
REQUIREMENTS

Students should be:
• pre-screened before Merlin telephone interview by availability as well English test scoring table provided for student bodies.
• -prepared how to be presented at a formal interview
• -Ryanair service requires at least 20 hours per week availability as well as willing working on some weekend days / late night shifts too.
• Students will be provided by the team leaders a Rota plan for 4 weeks upfront. Students will be allowed to change their Rota 1 week prior the day of their shift. They will be removed if they will cancel more than 3 times on the day of their shift without overriding reason (e.g.: doctorsnote)
• -prepared for interview questions, tests and hiring process.
• A list of the selected candidates will be sent to the student bodies, and will be informed by them.
Egyéb
Essential skills:

• Fluent in written and verbal English
• Excellent telephone manner
• Customer focused and excellent customer care skills
• Effective written and oral communication skills
• Effective organisational skills
• Good attention to detail
• Proactive attitude
• Flexibility and ability to adapt to change quickly



Non-essential skills:

• Fluent in a second European language
• Previous customer service experience in an English speaking environment

Breakdown for the breaks:

• 0-4 hrs no scheduled break (can go as needed and will work it off)
• 5 hrs one break
• 6 hrs two breaks
• 7 hrs three breaks
• 8-9 hrs three breaks, including lunch
• 10 hrs four breaks, including lunch

Additions:

• Due to idle – we did not have the amount of calls/chats what we expected – we can let the agents go home earlier. This is not a punishment, however it can happen especially midday.
• Those agents whose performance is outstanding will receive incentive and will have the possibilities to move forward and become: Supervisor, trainer etc.

Interview Process

• After the telephone interview with Merlin students will be invited and they will be introduced to the company and the service.
• They will listen to real time calls and see the chatting service and able to imagine them self within this work field.
• Completing a logical test
• Take part in a role play
• Test chat
• Writing a replay for a customer complaints
• General conversation with recruitment officer
Alapadatok
  • Helyszín: Debrecen
  • Munkaidő: 07:00-22:00
  • Heti Munkaidő: 20 - 30 óra
  • Szakterület: Ügyfélszolgálat
  • Elvárt nyelvtudás: angol
  • Bérezés: 908 - 1283 Ft/hour
  • Azonosító: #20433
Ütemezés
  • Időtartam: folyamatos
  • Munkakezdés: Önéletrajzos jelentkezést követően
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