CCC Customer Service Ambassador

As a CCC Customer Service Ambassador in the Customer Contact Centre, you will work across all workstacks including Pre-Trip Make and Manage customer journeys, Day of Travel Servicing and Post-Trip Claims and Complaints. You will interact with our customers by voice, chat and back-office channels on a rotational basis and based on skillset. You will handle high priority correspondence to the Chief Executive’s office, public social media interactions, second level servicing escalations and complaints and claims escalations from both in house and outsourced teams.

The Customer Service Ambassador role is a shift position covering shifts between 07:00-22:00, seven days per week.

Your responsibilities as a CCC Customer Service Ambassador will include:

• Providing a warm welcome to customers when they contact us and deliver the highest standard of service in a fast-moving operational environment.
• Being fully proficient in all Pre-Trip, Day of Travel and Post Trip workstack items, able to resolve to completion all customer enquiries, requests and complaints.
• Managing responses and case handling for Chief Executive correspondence to completion. Support the production of reporting and monitoring of the same.
• Identify, analyse, interpret, prioritise and moderate mentions of Aer Lingus across multiple social media platforms in order to provide a high level of customer care. Protecting and improving the company’s reputation in responses on social media. 
• Interacting with customers coherently and accurately across both written and spoken channels.
• Responding to customer enquiries, requests and complaints, relative to the assigned workstack to completion each day. Problem solve issues or challenges using the tools available to ensure the customer’s request is resolved satisfactorily.
• Identifying and escalating issues that have a potentially significant impact on the customer or company, in order to ensure a level of cross-functional preparedness. Ensure all applicable legislation and company policies are adhered to when interacting with customers and handling their request.
• Protecting and improving the company’s reputation with each contact engagement.
• Working collaboratively with colleagues based locally and internationally to ensure a positive customer experience.
• Supporting Customer Care Executives in demonstrating best practice and customer problem solving.

We are looking for an individual with experience / qualifications in the following areas:

• At least 5 years’ experience working in a customer service environment.
• At least 2 years’ experience working in a complaints/claims, social media or voice servicing environment, or at least 2 years’ experience working in an operational airline role.
• A warm and welcoming customer care mindset with an authentic love of customer service and excellent interpersonal skills.
• Proven ability to analyse and resolve problems quickly.
• Ability to operate effectively in a team environment and on own initiative while under pressure in a dynamic environment with ability to prioritise & manage tasks.
• Enthusiastic, flexible, and adaptable with a positive attitude to change. Able and willing to learn and develop new skills.
• Fluent in English, with excellent communication skills, both written and verbal, with a strong attention to detail.
• Excellent punctuality and attendance record.
• Proficient use of Microsoft Office.
• Be in possession or be able to pass a strict airport security vetting procedure which includes a 5-year background check.
• Eligible to live and work in the EU.
• Hold a current unrestricted worldwide passport.

Closing Date: 05th of March 2024

At Aer Lingus, we embrace diversity and believe in providing equal opportunities to all qualified individuals. We are dedicated to cultivating an inclusive and respectful work environment that values employees unique backgrounds, experiences, and perspectives. We do not discriminate based on race, gender, sexual orientation, age, disability, or any other protected status. If you have any questions or require any accommodations to support you in your application, please contact us at recruitaerlingus.com.