Air France is currently recruiting Customer Contact Agents to work at its European Sales and Service Centre (based North West London). Working for one of the world’s leading airlines you will be part of the Customer Contact team delivering a high quality reservation and after sales service for our clients.

We aim to deliver a high standard of customer satisfaction from the first moment a client contacts Air France. In turn, we value the importance of the people who can deliver the high quality sales and customer service skills expected. The Sales and Service Centre is a multicultural and dynamic business environment.

ROLE:

To be responsible for the effective handling of all incoming telephone calls from individual clients, to follow Air France service standards and to proactively sell AF/KLM products.

We are currently recruiting for following markets:

Germany
Austria
Switzerland
Sweden
Denmark

Therefore we require candidates with German, Swedish or Danish language skills.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Answering all telephone calls to Air France Service Standards
• Using the Air France computerised reservation system to make telephone sales for individual clients
• Promoting Air France products in order to generate revenue
• Assisting clients with after-sales service e.g. change of reservation
• Answering to customer emails
• Proposing additional services and information to clients to enhance customer service and loyalty.
• Assisting with in-house training of new staff when required.
• Assisting in specific projects as required by Management
• Promoting good working relationships with all employees and clients of Air France.

REQUIRED SKILLS:

• Fluent English and at least one of the languages required (Danish, Swedish or German)
• Communicate complex information verbally, in a clear and structured manner.
• Listen attentively to customers needs and accurately retain information.
• Effectively promote and sell Air France products
• Accurate written communication
• Proactively find solutions in order to deliver excellent customer service over the phone

REQUIRED COMPETENCIES:

• Committed to delivering results to achieve our business objectives
• Dedicated to providing high quality customer service
• Self-motivation
• Demonstrate a flexible and adaptable approach to work in an ever-changing environment
• Strong team spirit and supports colleagues in achieving objectives

CONDITIONS & BENEFITS:

• Start date: 22nd March 2010
• Temporary 12 months Contract
• Working hours: Average of 37.5 hours per week. Your shift work pattern may include weekends and Bank Holidays.
• Starting salary of £16,719.00 p.a. plus London Weighting Allowance of £2,254.02 p.a.
• Probationary period of 6 months. Salary increases are performance related.
• Language bonus of £730.44 per year if 3 specified languages spoken fluently.
• 28 days leave per year including bank holidays
• Flight concessions for employees and their dependants after 6 months service including some concessions on hotels and insurance.
• Contributory pension scheme.