Customer Contact Representative - Manila

Customer Contact Representative supports customers by providing helpful information, answering questions, and responding to complaints. They help customers on a delightful journey by going the extra mile and looking for lean improvements, resulting in an excellent Customer Experience for customers and clients of the Air France-KLM Group. They are the front line of support for clients and customers, and they help ensure that customers are satisfied with products and services, both on- and offline, of the Air France-KLM Group.

Customer Contact Representative provides information, support and service to customers and clients before, during and after their journey. Goes above-and-beyond for customers to create winning experiences and increase customer satisfaction and retention.

Activities

• Answers incoming questions of customers and clients, who are reaching out via various communication channels (e.g., phone, e-mail, web, chat, social media). Searches within the scope of the Agent empowerment, for the best customer and company resolution.
• Performs the support within the applicable operational requirements, such as quality standards, first-contact resolution, average handling time, service level, etc.
• Keeps content and technical knowledge up to date in order to provide optimal service to customers and clients, such as product knowledge, travel guidelines, ticket- and reservations systems, websites, etc.
• Guides and helps customers navigate through the different information sources, to find an answer to their question. Formulates and reformulates problems/questions of customers (the question behind the question) to understand what the customer really means/wants.
• Increases brand awareness by helping customers and clients based on the Air France -KLM Group customer approach.
• De-escalates customers' complaints by searching for a solution that balances both the interests of Air France - KLM Group and the customer. Flags situations that might become high profile/impact cases.
• Is aware of the procedures and regulations to be followed in case of contingencies and applies them appropriately.
• Ensures that customer information is stored and adjusted in the appointed systems and is being processed in line with the applicable rules and regulations (e.g. GDPR, PCR).
• Shows commercial savviness by identifying (sales) opportunities to increase the revenue.