Call Centre Agent.

Berkshire/ full time / £23875 per Year

  • Accurate update and maintenance of files and data related to airline damage pilfer reports (DPR)
  • Ad hoc entering of aviation Damage Pilfer Reports (DPR) claims into the company database, ensuring accuracy at all times
  • Contacting airline passengers via phone and email in line with airline contractual requirements
  • Issuing final settlement of claims within the parameters defined by the airline contract and the Montreal Convention (1999) 
  • Ensuring that the final settlement is in the best interests of the client airline and Company while maintaining passenger satisfaction
  • Arranging and following up on the collection of damaged items and the delivery of repaired or replacement items through third-party suppliers
  • Assessment of collected airline passenger luggage to determine whether repair or replacement is the appropriate course of action
  • Ensuring that the Company remains compliant with all data protection legislation through appropriate action and decision-making
  • Ad hoc, but reasonable, requests from supervisors, management, or clients
  • Key Accountabilities: Measurement Indicators ( success criteria) Time Allocation % (Required) Airline DPR claim settlement
  • Using the phone or email as appropriate
  • Settling aviation-damaged luggage claims in line with the Montreal Convention (1999) and client airline requirements under contract
  • Claim settled in line with airline requirements
  • Audited files demonstrate the most cost-effective settlement used
  • Internal KPIs met
  • Audited calls meet documented criteria, including but not limited to DPA, PCI DSS 85 Data entry
  • Airline DPR files
  • Collections
  • Deliveries
  • File received via email. Information entered into DBS without error
  • The logistics partner receives information regarding collection and delivery without error
  • The customer receives the correct settlement, as agreed
Interested? Please apply