Assistance Digital Support Co-ordinator
Assistance Digital Support Co-ordinator
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Main Purpose of Job
The SmartDelay function at Collinson aims to enhance the travel experience by providing immediate tangible benefits to travellers facing delays thereby improving customer satisfaction and loyalty. The role will also support the operations team by answering all front line calls and being able to direct theses calls accordingly and also deal with any administrative functions required by the operations department.
Main Responsibilities
- Assist customers in accessing airport lounges or other services during delays
- Answer inquiries about eligibility lounge locations and service availability.
- Provide empathetic efficient support during stressful travel disruptions.
- Monitor realtime flight data to confirm delay eligibility.
- Help customers activate or register for SmartDelay services
- Ensure services are delivered in line with Collinsons policies and data
- Develop excellent relationships with all stakeholders
- Opening faxed/emailed cases and escalating to operations for further management if required
- Management of administrative tasks such as email handling reserving
- Dealing with simple outpatient cases
Key Accountability
- Taking inbound calls in a professional and upbeat manner
- Be able to understand and execute effective sales techniques
- Handle and overcome objections in a professional yet effective manner
- Adhering to targets
- Have full knowledge of all products in relation to the business
- Have full knowledge of all systems and telephony to execute role
- Develop strong internal relationships with internal & external customers
- Deal with all calls in a complaint manner in line with the FSA
- Work within UK Data Protection Act Guidelines
- Be available to make calls as required
- Provide prompt courteous and accurate responses to customer inquiries via phone email or chat.
- Resolve issues efficiently including service disruptions delays or product questions.
- Ensure a positive experience that aligns with the brands reputation and service standards.
- Diagnose and resolve customer problems or complaints.
- Escalate more complex or unresolved issues to supervisors or specialist teams.
- Follow up to ensure customer satisfaction postresolution.
Job Requirement (Person Spec)
- Decision maker
- Effective time manager and a person who can prioritize
- Excellent communication skills both verbal and written
- Can do will do attitude.
- Focused behavioural style compatible to the Collinson business ethos
- Ability to take ownership of problems and resolve them
Key Contacts
- Medical Operations Team
- Team Managers
- Internal and External customers
Working Environment
Open plan contact centre. No smoking policy within the building
Working Pattern
The Assistance Digital Support Coordinator will be required to work 40 hours per week operational requirements may require flexibility in working hours and shift length. Working hours will be rostered across 7 days a week 24 hours per day. Flexibility to work hours at the weekend and Bank Holidays is also required.
Employment Type
Full Time
