Customer Service Agent
Job Description
Job title: Customer Service Agent
Company: Heathrow Employment & Skills Academy
Job description: The Administration & Supplier Relations Agent is a critical member of the Vendor Relations & Customer Experience Team who oversees the successful completion of various crucial tasks relating to maintaining Customer and Provider satisfaction, troubleshooting any invoice and contract issues and complaints, as well as reconciling monthly documents and reports in a timely manner. An Administration & Supplier Relations Agent will work closely with the Reservations Team, the Accounts Department, as well as assist Legal & Compliance Departments in regard to any relevant client and vendor requirements. This role will also provide the agent with chance to build and maintain lasting relationships with various British and international contacts, allowing much opportunity for personal and career growth, and therefore calls for a proactive and driven individual, with attention to details, excellent people and considerable time management skills.
Main Responsibilities
Reporting to the Vendor Relations & Customer Experience Supervisor
- End to end complaints handling- prompt acknowledging, in depth investigating, and providing resolutions to customer complaints, as well ensuring they are closed efficiently within the company timelines and with damage control at the minimum.
- Supplier Relations department with authorising supplier invoices, locating suppliers, and Supplier onboarding processes
- Service costings – finalising charges for all DiamondAir client bookings with application of client specific discounts and other conditions. The agent will be responsible for passing the required month-end reconciliation, and reports to Accounts and any other parties required.
- Vendor invoice reconciliation- timely and highly accurate processing, verification, approval and if needed chasing of monthly invoices from the service providers. Passing the approved invoices to The Accounts Department and preparing monthly reports on the state of invoicing.
- Vendor acquisition and management- performing routine searches for new providers with excellent quality of service, outstanding reliability, and competitive prices. Prompt vendor onboarding, periodically reviewing rates and service content and information, as well as making sure information available to Reservations is up to date,
- Assist the Reservations team in trouble shooting any relevant operational issues.
- Sales Force product creation and updates, creating products as instructions provided, and periodically updating them if required.
- Independent thinking and high initiative- being able to observe, draw conclusions, and propose improvements to the department’s processes and functioning.
- Configuration of Client accounts and admin of Client Booking Portal
- Monitor and be able to provide reports on own performance against set KPIs and objectives.
- Above performed while remaining compliant with the company’s policies and guidelines and with expert knowledge of the business processes and associated products.
About You
Knowledge & Skills
- Reliability and trustworthiness – Self-starter, self-motivated, able to work on their own with minimal supervision and guidance, be punctual and a trusted member of the team.
- Excellent written and verbal communication skills – Ability to communicate with people at all levels in verbal and written form. Ability to compose written correspondence with clients, and providers in a professional manner, representing the DiamondAir culture and brand accurately, clearly and in concise and friendly manner. Ability to hold verbal conversations with clients or providers when required.
- Relationship building and negotiating skills – Develop strong relationships with suppliers and staff and be able to negotiate to keep damage control at a minimum.
- Issue management – Ability to be tactful and diplomatic but assertive when dealing with difficult clients/providers
- Organisation and Time Management skills – Ability to manage multiple tasks and priorities where required, whilst meeting SLAs, maintaining a high level of accuracy and productivity.
- Problem solving – Ability to trouble shoot client and provider issues and use a combination of process and common sense to ensure that the issues are resolved satisfactorily for the client. Ensure issues are escalated where relevant without creating delay in meeting client SLA’s.
- Creative Thinking – ability to think creatively to ensure that we always try to deliver to the client whilst working with DiamondAir International’s best practice guidelines
- Accuracy and Attention to detail- Ability to achieve thoroughness and accuracy when accomplishing all tasks
- Teamwork – Ability to work and effectively collaborate with any of Diamond Air Team members as required. Contribute to the improvement and objectives of the team.
- Computer skills – Proficient in using Office 365 Applications (e.g., Teams, Outlook, Excel, Word) CRM system experience desirable. Computer literacy level allowing for prompt learning new skills and systems.
Qualifications Required
Required
- Minimum A-Level qualifications or equivalent.
- 5 years of customer service and/or service purchasing &vendor handling, or other experience within hospitality, travel or aviation sectors.
- Experience working with demanding high-profile clients and/or exacting providers
- Demonstrated ability to work in a high-pressure environment, multitask and finalise work withing established deadlines.
Desirable
- Higher education qualifications related to the industry are a preference.
- Multi-lingual skills are a strong preference.
- Prior experience in frequent liaising with Accounts.
About The Company
DiamondAir International is the world’s leading provider of luxury Meet & Assist services, with over 30 years’ experience in the industry. Our expertise and exponential growth have allowed us to be a pioneer in service development and a leading exemplary operation on the ground. We continuously develop our services with the latest technologies to ensure they can be provided in the most efficient way possible.
Expected salary: £30000 – 40000 per year
Location: Greater London
