Duty Office Agent in Palma de Mallorca

Sound Bite.

Duty Office Agent

At A Glance.

You will be part of the Contact Centre team for easyJet Holidays, one of our businesses within the Hotelbeds Group, which operates a holiday business on behalf of easyJet under the brand "easyJet Holidays"

This includes packaging, marketing and selling hotel accommodation with EasyJet flights , and providing ancillary products, direct to the consumer in 7 European source markets (UK, Germany, Switzerland, Italy, France, Spain, Netherlands) through B2C websites and a multi-lingual contact centre operating 7 days a week, 365 days per year.

The Day Agent role combines responding to, and resolving emergency situations taking place in destination with a variety of administrative tasks and quality control work.

As this role covers day hours, the Day Agent will be solely responsible for the effective handling of the Emergency customer service line.

This is an exciting role for a responsible customer-focused person who is committed to day shift work and motivated and suited to a position where the work has great variety and limited supervision. To be successful you must be capable of taking good decisions, working under pressure, often alone, whilst also being an efficient administrator.

Key Responsibilities.

* Manage and resolve emergency incidents/customer complaints in an effective manner and in keeping with established SLA´s
* Identify and escalate priority issues using combination of commercial and proprietary tools
* Follow up customer contacts
* Document all communications made & received according to standard operating procedures
* Complete call logs and client profile notes
* Produce nightly handover reports
* Monitor disruption channels, including incoming mailboxes advising of flight and / or accommodation changes, and take appropriate action.
* Undertake a variety of administrative and quality control duties including: Fixing package holiday bookings, responding to customer email, resolving queries /problems, call quality monitoring.
* To produce a variety of system/business reports when required
* To assist with other Contact Centre tasks on an ad-hoc basis as/when required