A Customer Care Executive is trained in all contact centre agent workstacks, including Pre-Trip Make and Manage customer journeys, Day of Travel Servicing and Post-Trip Claims and Complaints. They will work across the voice, chat and back office channels on a rotational basis based on skillset. They will also be assigned to work complex cases as a first stage escalation from our outsourced partners.

Based at Dublin Airport, this is an exciting opportunity to join a dynamic and growing team.
This role requires someone who can bring the human touch to our customers during all of their experiences with us. The Customer Care Executive role is a shift position covering shifts between 07:00-22:00, seven days per week. It operates within a pressurised multitask environment and with reduced lead times.

• Provide a warm welcome to customers when they contact us and deliver the highest standard of service in a fast-moving operational environment.
• Interact with customers coherently and accurately across both written and spoken channels.
• Respond to customer enquiries, requests and complaints, relative to the assigned workstack to completion each day.
• Problem solve issues or challenges using the tools available to ensure the customer’s request is resolved satisfactorily.
• Identify and escalate issues that have a potentially significant impact on the customer or company, in order to ensure a level of cross-functional preparedness.
• Ensure all applicable legislation and company policies are adhered to when interacting with customers and handling their request.
• Protect and improve the company’s reputation with each contact engagement.
• Work collaboratively with colleagues based locally and internationally to ensure a positive customer experience.
• Support Contact Centre change and transformation projects as assigned.

• At least 12 months experience working in a customer service environment.
• A warm and welcoming customer care mindset with an authentic love of customer service and excellent interpersonal skills.
• Proven ability to analyse and resolve problems quickly.
• Ability to operate effectively in a team environment and on own initiative while under pressure in a dynamic environment.
• Enthusiastic and positive work ethic.
• Fluent in English, both written and spoken.
• Excellent listening and verbal communication skills.
• Excellent written communication skills.
• Strong attention to detail.
• Ability to be able to prioritise & manage tasks.
• Ability and willingness to learn and develop new skills.
• Excellent punctuality and attendance record.
• Confident working in a multicultural environment.
• Flexible and adaptable with a positive attitude to change.
• Proficient use of Microsoft Office.
• Eligible to live and work in the EU.
• Current unrestricted worldwide passport.
• Be in possession or be able to pass a strict airport security vetting procedure which includes a 5-year background check.

Closing Date: 6th December 2024.

At Aer Lingus, we embrace diversity and believe in providing equal opportunities to all qualified individuals. We are dedicated to cultivating an inclusive and respectful work environment that values employees' unique backgrounds, experiences, and perspectives. We do not discriminate based on race, gender, sexual orientation, age, disability, or any other protected status. If you have any questions or require any accommodations to support you in your application, please contact us at recruit@aerlingus.com.