American Airlines Careers | Agent, Reservations Job, Liverpool, UK

American Airlines

Job Description

Reservations Agent - Hebrew

The job is a member of the International Reservations team within the Customer Care Division. The role is responsible for meeting customers’ travel needs, by providing efficient and courteous service in their language of choice.

The individual must have the ability to work a variety of shifts in accordance with operational requirements. This position will report directly to a Customer Care Manager.

Your main responsibilities in this role include the following:

Duties and Responsibilities

• Assist with new and existing reservations on AA and AA partners via phone




• Actively sell AA products and services




• Provide accurate information regarding flights, fares, destinations, products and special offers




• Assist with AAdvantage related queries or issues




• Assist with baggage related queries or issues




• Provide flight reprotection as a result of schedule changes or flight irregularities to ensure efficient service recovery by finding viable alternatives that meet customer requirements




• Liaise with internal customers from other AA locations




• Keep updated on company policies, procedures and technologies by attending ongoing training and reading daily bulletins and other communications to ensure changes are implemented timely and effectively




• Review own performance and coaching sessions using Compass and NICE tools




• Provide feedback on system issues

Job Requirements

• GCSE or equivalent in English or Math




• Ability to work shifts including weekends and Bank Holidays




• Ability to provide the highest standards of customer service excellence




• Ability to achieve company goals through objective setting in areas of customer service, quantity of work, job knowledge, accuracy and revenue




• Excellent communication skills in both spoken and written French, German, Hebrew, Portuguese, Spanish and English




• Excellent listening, problem solving and decision making skills




• Ability to function efficiently in a fast paced environment




• Ability to learn, and adopt t new policies and procedures




• Ability to remain professional and maintain confidentiality




• People oriented with a positive and cooperative attitude




• Basic computer skills, including Microsoft Outlook





Desirable Qualifications




• Previous experience in a call centre environment or other relevant customer service experience.




• Experience with airline reservations software, policies and procedures

Job Details

Company: American Airlines

Employment Type: Full-time

Job Location: Liverpool, United kingdom

Apply