Reservations Agent - French, Spanish, Italian, German (Liverpool, LIV, GB)

Job Title:	Reservations Agent	Level/Work Group:	42
Reports to:	Customer Care Manager	Direct Reports:	N/A
Location:	Liverpool	Hours:	37.5

 

French, Spanish, German, Italian Speakers Required

Overview

Role Summary

The purpose of this role is primarily to meet the customers’ travel needs, by providing efficient and courteous service in their language of choice.

The individual must have the ability to work a variety of shifts in accordance with operational requirements.

This position will report directly to a Customer Care Manager.

About The Job

Key Responsibilities & Accountabilities

 Assist with new and existing reservations on AA and AA partners via phone

 Actively sell AA products and services.

 Provide accurate information regarding flights, fares, destinations, products and special offers

 Assist with AAdvantage related queries or issues

 Assist with baggage related queries or issues

 Provide flight reprotection as a result of schedule changes or flight irregularities to ensure efficient service recovery by finding viable alternatives that meet customer requirements

 Liaise with internal customers from other AA locations

 Keep updated on company policies, procedures and technologies by attending ongoing training and reading daily bulletins and other communications to ensure changes are implemented timely and effectively

 Review own performance and coaching sessions using Compass and NICE tools.

 Provide feedback on system issues

General

 To take reasonable care of the health and safety of self, as well as the safety of others who may be affected by his/her acts or omissions. To co-operate with AA as far as is necessary to enable AA to comply with all relevant statutory provisions. To immediately report serious risks or concerns over safety issues

 To comply with the AA Rules of Conduct Europe & Pacific and work within the context of all Company’s policies & procedures

 To maintain a standard of dress code that is appropriate to the role and in accordance with the Company’s uniform / dress policy

 To be aware of and sensitive to differences and work in a way consistent with the principles of equal opportunities and anti-discriminatory practice

 To maintain and respect confidentiality at all times and to ensure adherence to the Company’s Confidentiality Policy (currently under review)

 To actively participate in regular coaching & counselling meetings, performance reviews and development meetings

 To undertake appropriate training as agreed with their manager and to take responsibility for self-development

 To work in any other AA location as and when necessary and if applicable to the position

 To undertake any other duties which are consistent with the position. This job description is intended as a guide to the main responsibilities of the position and not an exhaustive list of duties and tasks

Qualifications

Person Specification

Essential

 GCSE or equivalent in English or Math

 Ability to work shifts including weekends and Bank Holidays

 Ability to provide the highest standards of customer service excellence

 Ability to achieve company goals through objective setting in areas of customer service, quantity of work, job knowledge, accuracy and revenue

 Excellent communication skills in both spoken and written English as well as at least one of the following languages: French, German, Greek, Italian, Portuguese or Spanish

 Excellent listening, problem solving and decision making skills

 Ability to function efficiently in a fast paced environment

 Ability to learn, and adopt t new policies and procedures

 Ability to remain professional and maintain confidentiality

 People oriented with a positive and cooperative attitude

 Basic computer skills, including Microsoft Outlook

 

Desirable

 Previous experience in a call centre environment or other relevant customer service experience.

 Experience with airline reservations software, policies and procedures

 Ability to speak an additional language from the following list : French, German, Italian or Spanish

Please ensure you have the legal right to live and work in the UK.

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