Applications are currently being invited for the role of Guest Contact & Services Agent in Dublin. The successful candidate will investigate, report and reply to all issues raised in the Guests correspondence by letter or telephone. The role involves liaising with a number of departments providing feedback to business areas in relation to guest perception of the Aer Lingus service. This feedback also highlights instances where we get the opportunity to improve our products and services and overall Guest Service experience.

This is an excellent opportunity to develop your negotiation and communication skills, to enhance your letter writing and telephone skills and develop a broader knowledge of the Aer Lingus brand and the wider aviation industry.

This position is a Fixed Term Contract to cover Maternity Leave

Key Responsibilities & Duties Include:
• Investigating, handling and making decisions on all guest correspondence covering a broad range of issues
• Dealing with our guests through correspondence and telephone in a professional and helpful manner
• Providing feedback on guest issues and problems to Duty Managers 
• Responding to guest queries in a timely and effective manner
• Liaising with different departments on a daily basis
• Handling guest enquiries relating to the Aer Lingus website via telephone and webform
• Dealing with guests, outstations and travel agency enquiries relating to ticketing queries, flight disruptions, Special Assistance via telephone and webform
• Working with Astral queues on Guest refunds 

To be considered for the role of Guest Contact & Service Agent, candidates must meet the following:

Essential Criteria:
• Previous experience in a customer facing environment
• Previous experience dealing with a high volume of administration
• Fluent in English, both written and spoken
• Eligible to live and work in the EU
• Hold a current unrestricted worldwide passport
• Provide 3 verifiable references
• Able to pass a strict airport security vetting procedure which includes a 5 year background check* (or be in possession of a current airside pass for the airport this position is based in)
• Possess and be able to demonstrate the key competencies and skills outlined below

*If you are a non Irish Citizen, you will need to be in possession of a current police disclosure certificate from your home country. If you have lived outside the Republic of Ireland for more than 6 months you will also be required to hold a current police disclosure certificate from that country/countries 

Key Competencies / Skills Required: 
• Excellent interpersonal skills with the ability to build and maintain positive professional relationships
• Strong communication skills both written and verbal with a proven ability to present facts clearly and objectively
• Demonstrated negotiation and decision making skills
• Comfortable working with IT Applications  including an excellent knowledge of key Aer Lingus Systems (Astral, Quest, Refunds etc.) or the ability to quickly acquire these skills
• Guest focussed with an awareness of guest expectations
• Proven ability to work on your own initiative while contributing effectively as part of a team
• A high level of energy and enthusiasm combined with the ability to learn new skills quickly
• Good commercial awareness with the ability to keep up to date with a changing policy/legislative environment

You can apply for this position >> here.


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