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Customer Support Advisor


Role overview

Reporting to the Customer Support Team Leader, the Customer Support Advisor connects with customers wherever they want to be met and ensures that their queries, compliments, complaints, and feedback are heard. The aim is to have good conversations that convert into great experiences.

As a Customer Support Advisor, you will be responsible for feeding the voice of the customer back to the relevant stakeholders. You will be responsible for 1-2 areas of expertise and will assist the measure of customer satisfaction and shape continuous improvement strategies.

The successful candidate will undergo an 8 week on the job training period. Shifts will be Monday to Friday for the first month before staggering start and finish times and potential for some weekend work after the training period is complete.

Qualifications and experience


• Desired: Experience in Hospitality, Travel and Tourism, or a related discipline.

Specific Experience

• Essential: Excellent interpersonal skills and ability to build positive relationships with customers.
• Essential: Strong ability to communicate effectively verbally and in writing, with great telephone manner, high energy, and ample enthusiasm. 
• Essential: A passion for delivering excellent customer service.
• Essential: Attention to detail, ability to prioritise, and effective time management skills.
• Desired: Understanding of airport operations and processes impacting the passenger journey.
• Desired: Experience working in a Support Centre environment.

Principal accountabilities

• Effectively and efficiently respond to customer queries within agreed SLA’s over multiple channels including live-chat, email, phone call and social media.

• Correctly distribute feedback to relevant parties and engage with feedback owners to investigate and resolve customer complaints. 
• Investigate and respond to car parking and booking engine related complaints and queries. Working with the operational Car Parking Team and Business administrator to review CCTV and check ANPR data.
• Working with the Environmental Noise Advisor, us the Casper NTK system to investigate and respond to customer feedback in relation to the airport flight path.
• Respond to public facing reviews of 3 stars and below on 3rd party sites, understanding the importance for careful tone and wording. 
• Maintain relationships with our feedback owners and champion at least one area of expertise where you will lead monthly/quarterly feedback meetings. 
• Work with a team of Customer Support Advisors to meet KPIs and close cases within established service level agreements, using the most accurate information.
• Remain up to date on relevant travel information, product offerings and company knowledge.  
• Administer customer cases on the case management system(s), recording all required data elements and following established procedures.
• Full training will be provided on all systems.