Senior Customer Service Agent

<p>Ryanair are currently recruiting for a Senior Customer Service Agent to join Europe’s Largest Airline Group!</p><p>This is a very exciting time to join Ryanair as we look to expand our operation to 800 aircraft and 300 million guests within the next 10 years.</p><p>Duties include:</p><ul> <li>Providing escalation support for the Customer Service team </li> <li>Support the Customer Service Manager with escalations</li> <li>Handle escalated claims from senior management and the press office</li> <li>Assisting the Customer Service Teamleaders with ensuring the teams workload is being managed and escalate any issues that occur.</li> <li>Assist the Customer Service Teamleaders with the producing of daily/weekly reports on the team’s stats and productivity and highlight anything of concern.</li> <li>Assist with the onboarding and training of new agents.</li> <li>Supporting senior management in implementing any changes to work practises.</li> <li>Highlighting any issues to senior management if required and propose solutions to the problem.</li> <li>General administration duties and adhoc reporting at the request of the Customer Service Managers.</li> </ul><p><strong>Requirements</strong></p><ul> <li>Excellent telephone manner and a proactive approach to dealing with errors and complaints</li> <li>Excellent written and oral communication skills</li> <li>Excellent organisational skills</li> <li>Excellent knowledge of Microsoft Excel &amp; Word</li> <li>Availability and ability to work weekend cover</li> <li>Knowledge of Ryanair policies &amp; procedures</li> <li>Previous Airline experience</li> <li>Previous Call Centre experience</li> <li>Available immediately</li> </ul><p><strong>Benefits</strong></p><ul><li>Competitive salary</li></ul><ul><li>Discounted and unlimited travel to over 230 destinations</li></ul><ul><li>Defined Contribution Pension Scheme</li></ul><ul><li>Death in Service Benefit – Up to 2 times of annual basic salary</li></ul><ul><li>20 Days Annual Leave – Increasing to 22 days after 12 months and 25 days after 3 years of continuous service.</li></ul><ul><li>Option for up to 5 additional unpaid leave days per year</li></ul><ul><li>Cycle 2 Work Scheme</li></ul><ul><li>Unrivalled career progression</li></ul>