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Contact Centre Agent

Bermuda’s boutique airline‚ BermudAir is born out of love for the island. Everything we do reflects the island’s unique characteristics and vibrant culture. We exist to help elevate our island’s global position as an attractive and diverse tourism destination and business hub. As Bermuda’s first commercial airline‚ we’re currently taking comfort to new heights with our short twice-daily service to Westchester County (NY)‚ Boston‚ and Fort Lauderdale. We are committed to providing outstanding service that is inspired by the friendly‚ optimistic‚ and energetic nature of the island’s residents. Consequently‚ we seek exceptional individuals that want to be a part of delivering this unique travel experience. The Contact Centre Agent position is responsible for answering the BermudAir phone system to sell tickets‚ process tickets changes and refunds‚ handle customers during irregular operations and provide general assistance and guidance to BermudAir’s customers. The position is critical to the revenue performance of BermudAir and to building a strong and trusting relationship with travelers. The role is remote and agents may work at home with required technology and a work environment meeting BermudAir’s requirements. BermudAir is seeking both full-time and part-time agents.

Preferred Skills & Experience

  • Experience as a Contact Centre Agent or Travel Agent or Airport Services Agent preferred
  • Passion to serve and support both internal and external customers
  • Good independent judgment with the ability to set priorities and make appropriate decisions‚ showing initiative and the ability to solve problems with minimum supervision
  • Strong organisational ability and the willingness to be flexible to provide support and deal with a broad variety of issues
  • Have a positive “can-do” attitude and the ability to remain calm under pressure whilst maintaining effective communication
  • Punctuality is essential

Key Responsibilities

  • Serve as an ambassador of the BermudAir culture and brand
  • Develop and maintain mastery of BermudAir’s AeroCRS powered website
  • Process sales of BermudAir flights
  • Process flights change requests‚ flight cancellations and refunds
  • Provide valuable and empathetic assistance to customers during irregular operations
  • Provide detailed answers and guidance to customers that call BermudAir
  • Build and maintain strong customer relationships with repeat callers
  • Work very closely with the Chief Commercial Offer and Chief Customer Experience Officer providing feedback and recommendations from customers on the BermudAir Experience
  • Any other duties as reasonably requested by the company

Safety and Security

  • Contribute to ensuring all flights are operated safely and securely and that service partners meet or exceed our own‚ and industry-defined standards and regulations
  • Undertake regular safety risk assessments and audits to ensure operations are safely performed at all times