Customer Service Agent

Join to apply for the Customer Service Agent role at CAVU
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For airports, for partners, for people. We are CAVU.

Formed from the union of MAGO, MAG USA and our network of direct-to-consumer brands - who together drive market leading passenger spend for airports across the world - we have combined our resources to address evolving passenger needs today and exceed them as we move forward into tomorrow.

From our revenue accelerating single platform technology, Propel, through to our world class hospitality venues including Hangar, 1903 and Escape Lounges - our solutions make travel more seamless and enjoyable for passengers and more profitable for our clients and partners.

Our name is taken from the aviation, meteorology term, ‘Ceiling and Visibility Unlimited’, which designates the perfect flying condition.

More than just a name, CAVU is our mindset. It represents all that we stand for. Our proud aviation heritage, our drive to push boundaries, and the very essence of what we do: creating seamless, enjoyable travel experiences for airport passengers.

Together, we can reach new heights. Together, we are CAVU.

As our successful Sales Agent you will join the Customer Team and report directly to the Sales Team Manager.

As a Customer Service Agent, you will play a crucial role within our dedicated team working hard to provide great customer service to all our customers across the world, holidaymakers and business travellers alike from over 40 countries! Your job will be to help customers get their questions answered and any issues resolved, from complex challenges to everyday queries. You will take ownership of these queries and requirements whilst liaising internally and externally to gain solutions.

• Respond to customer inquiries via phone, email, live chat, and social media platforms with a high level of professionalism, empathy, and patience.
• Address customer concerns, answer product-related questions, and resolve issues in a timely and effective manner.
• Take ownership of customer issues and follow through to ensure satisfactory resolution. Escalate complex or unresolved issues to the appropriate department while maintaining ownership and communication with the customer.
• Develop a comprehensive understanding of our products/services to offer accurate information and solutions to customers.
• Gather customer feedback, suggestions, and complaints to relay valuable insights to the management team. Collaborate with the team to identify areas for improvement and contribute to enhancing our customer experience.
• Maintain detailed records of customer interactions, inquiries, complaints, and actions taken to ensure a seamless handover of cases to other teams, if necessary.
• Collaborate with the wider teams.
• Manage and respond to payment disputes, including the efficient handling of chargebacks, by liaising with customers and financial institutions to resolve issues and ensure accurate and timely processing of administrative tasks related to chargeback cases.

• Proven experience in a customer service or sales support role preferred.
• Excellent communication skills, both verbal and written, with a persuasive and empathetic approach.
• Strong problem-solving skills with a solution-oriented mindset.
• Be able to work independently with minimal supervision.
• Proficiency in using customer support software and CRM systems.
• Customer-focused attitude and a passion for delivering exceptional service.

• 25 Days Holiday, increasing 1 day per year with service (up to 28 days)
• Option to buy up to 10 more days annual leave, plus 4 flexible bank holidays
• 10% Company Pension
• Annual Bonus Scheme
• On-site Gym
• Medi Cash Scheme
• A host of flexible benefits & discounts – including up to 50% off CAVU products such as Escape Lounges and Airport Parking
• Rail and retail discounts
• 2 paid volunteering days per year
• Access to internal events calendar including wellbeing and &E activities
• Formal and informal development opportunities, including mentoring and learning grants
• Enhanced parental leave (T&Cs apply)

At CAVU, Inclusion, Diversity & Equity are at the heart of who we are. We’re proud to be an equal opportunities employer and we celebrate individuality.

Did you know that some people may be less likely to apply to a job if they don’t meet every single requirement listed? Research shows this can especially affect women and underrepresented groups. If you’re excited about this role but don’t tick every box, please still apply — we’d love to hear from you.

We’re also committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process.

Are you ready to reach new heights?
Apply now to join CAVU.

Entry level

Full-time

Customer Service

Airlines and Aviation

Location:

Manchester, England, United Kingdom