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Escalations Specialist

4 weeks ago

Dublin, Dublin City, Ireland Ryanair Ltd. Full time

Ryanair are now hiring for a Customer Escalations Co-ordinator to join Europe's Largest Airline Group.

This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests within the next 10 years.

The role of the Customer Escalations Co-Ordinator will be to assist with the performance management of the Customer Service team (Internal and External) while being the right hand to our Customer Service Manager.

Duties include but are not limited to:

  1. Monitoring and coaching staff to improve performance and effectiveness.
  2. Assist with recruitment and training of new team members.
  3. Process Improvement – Review current processes with a view to streamline where possible.
  4. Efficient and appropriate complaint and escalation handling.
  5. Identify recurring or emerging issues and escalate to the appropriate channels.
  6. Investigate and report on all escalations, highlighting areas for improvement.
  7. Liaise with cross functional stakeholders across the business to identify cause of issue/escalation and assist with resolution.
  8. Keep detailed records of all escalations including customer and internal communications.
  9. Reporting – Provide a weekly report for senior management on all Escalations.
  10. Adhoc tasks pertaining to customer service.
Requirements
  1. Excellent knowledge of Microsoft Office Suite
  2. Show a natural ability in problem solving
  3. Possess a high level of interpersonal and written skills
  4. Detail Orientated; ability to work on your own initiative
  5. Must be both flexible and enthusiastic with excellent communication skills.
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