Representative, Customer Relations - United Kingdom LPL

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

The job is a member of the Customer Relations team within the Europe Reservations Division. Customer Relations Representatives are in the business of customer recovery. Representatives strive to creatively resolve customer’s issues and recover customers who have experienced a service failure.

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Communicate with customers to investigate and resolve complaints
• Work in a team environment to pursue creative solutions for service failures
• Provide compensation to customers when appropriate
• Assist American Airlines in continuing efforts to improve customer service by collecting complaint information
• Investigate customer complaints using a variety of software systems
• Collaborate with Customer Relations Departments from our partner airlines to ensure that customers receive a consistent level of service
• Work with other departments to resolve service failures and maintain customers

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Excellent written and oral communication skills are essential in French or Spanish and English – with a strong emphasis on written grammar and composition
• Good knowledge of AA policies, procedures and standards are required
• Must be committed to the delivery of professional customer service
• Must be able to demonstrate sound balanced decision-making skills
• Ability to interact with all levels of management
• Effective listening skills
• Strong interpersonal skills,
• Strong organizational and administrative skills
• Must be able to demonstrate flexibility and the ability to work under pressure
• Must be dedicated and committed to the job
• Self-motivated and open to development
• Knowledge of MS Office products, Word, Outlook, Excel and Internet Explorer
• Ability to master unique departmental Customer Tracking System software, Advocate, IBM, SABRE and other customer research tools
• Ability to think outside the box and develop creative solutions to recover customers who have experienced a service failure

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.