Contract: Permanent

Working Hours: Full-time

Join the Skies of Success as a Customer Support Executive at Covalen!

Are you ready to soar to new heights in your career? Do you have a passion for delivering exceptional customer service? If you're looking for an opportunity to join a renowned airline and be part of a dynamic team, look no further!

Covalen is working with Ryanair, Europe's leading low-cost airline, to find enthusiastic individuals to join our Customer Support Executive team. We are known for our commitment to providing outstanding customer experiences, and we're searching for talented individuals who can help us continue our journey to excellence.

Job Description:

The Customer Support Executive is accountable for resolving customers’ issues and problems by promptly responding to customer inquiries and providing technical support through various channels such as phone, email, or chat.

Duties and Responsibilities:

The Customer Support Executive is responsible for providing top-notch customer service to our clients by resolving their issues and concerns in a timely and efficient manner. You will also be responsible for ensuring customer satisfaction and building long-term relationships with our clients. To log, validate and diagnose customer issues on the full range of products and applications supported on the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and query research, or to route or escalate the contact to the appropriate resolution group. Escalation and management of contacts to agreed service levels. Interaction with service desk colleagues to attain service desk SLA. Excellent attendance and punctuality are required as well as adhering to all company policies and procedures.

Provide timely and efficient customer support and advice via phone, email, and live chat
Troubleshoot customer issues and provide solutions
Investigate and escalate complex customer issues
Handle queries regarding flight and seat changes
Maintain up-to-date knowledge of company products and services (e.g. transport links)
Resolve customer complaints via chat, email, or phone (e.g. luggage booking, etc.)
Provide support and resolve customer issues and concerns in a professional and courteous manner regarding adverse weather conditions, strikes, or other events
Possess excellent product knowledge to enhance customer support
Keep accurate records of customer interactions and transactions and document customer interactions in the company CRM system
Follow up with customers after service is provided
Proactively identify ways to improve the customer experience
Reporting according to processes
Protect confidential and sensitive information and materials
Accomplish other duties as required by the Supervisor
Log/Validate all contacts on the provided case/call logging system.
Resolve customer queries using the relevant tools and systems
Manage end to end all contacts logged, providing regular updates to customers on ticket status.
Invoke Escalation Procedures within defined time frames
Work to achieve individual and team goals
To comply/complete desk specific or ad-hoc request/tasks/training.
Assist with new hire mentoring.
Ensure Quality standards are adhered to in regards to both Cases & Calls.
Continuous documentation validation.
Protect confidential and sensitive information and materials.
Observe strict compliance to licensing, copyright and trademark legislation.
Accomplish other training as required.
Pro-actively seek support from escalation team via appropriate methods as required.
Escalate tickets to other resolution team for validation and further escalation.
Monitor ticket queues and handle tickets appropriately
Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).
Follow processes and procedures outlined in training.
Other requests & duties may be assigned as required.
All employees must make the utmost effort to follow all procedures and processes as outlined during training.
Proactively contribute to the achievement of service desk SLA’s.

Essential Competencies

The suitable candidate must have a deep-rooted passion for delivering success. The suitable candidate will have formidable experience and working knowledge of:

Excellent communication skills, both in terms of writing and speaking with customers
Multi-tasking skills & good time management
Ability to work independently and as part of a team
Strong problem-solving skills and attention to detail
Good trouble shooting skills
Customer-orientated, proactive approach
Flexibility in adapting to changing requirements
Willing to work variable shift patterns

Customer Service and Communication:

Experience in communication with customers.
Ability to communicate effectively - oral & written.
Ability to communicate effectively with different groups.
Ability to follow specific processes and procedures.
Demonstrates high level of customer satisfaction in previous positions.
Experience on Process Managed Environment
Fluency in English & Italian language

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