Customer Service Agent (Airline Loyalty Program) - US Market -

About Us

ADM Value, part of the Tessi Group, is a leading provider of customer experience and customer relationship management solutions. With over 6,500 employees, operations across 16 sites in 6 countries, and the support of an international group of more than 13,000 professionals, we deliver innovative, high-quality customer service solutions to global brands. Our commitment to excellence, continuous growth, and customer satisfaction makes us a trusted partner for companies worldwide.

Join an International Airline Customer Service Team

Our client is a renowned international French airline, committed to delivering an outstanding travel experience to its passengers. As part of its customer commitment, the airline operates a loyalty program that rewards members with miles, allowing them to enjoy exclusive benefits and travel privileges.

To support this premium service, we are looking for a motivated and customer-oriented Customer Service Agent to assist loyalty program members and provide an exceptional customer experience.

Tasks

Your Role

As a Customer Service Agent for the airline's loyalty program, you will be the main point of contact for customers, assisting them with inquiries related to earning, redeeming, and managing their miles. You will play a key role in ensuring customer satisfaction by delivering professional, efficient, and high-quality support.

Key Responsibilities

• Handle customer inquiries via phone, email, and other communication channels regarding mileage balances, mile accrual, and redemption.
• Assist customers with questions related to the airline's loyalty program and membership benefits.
• Investigate and resolve issues related to miles, bookings, account information, and other loyalty program services.
• Provide clear information about promotions, exclusive offers, and ways to maximize the value of customers' miles.
• Follow up on complex requests and complaints until they are fully resolved, ensuring a positive customer experience.
• Maintain accurate and up-to-date customer records in the CRM system.
• Contribute to the continuous improvement of customer service by suggesting ideas to enhance the member experience.

Requirements

What We're Looking For

• Excellent communication skills and a customer-first mindset.
• Strong problem-solving and organizational abilities.
• Ability to work efficiently in a fast-paced environment.
• Good computer skills and experience using CRM systems is an advantage.
• Fluency in English (C1/C2 or native level)
• Previous experience in customer service, hospitality, travel, or contact centres is a plus.
• Availability to work afternoon and night shifts.
• Availability to work every weekend (Saturday and Sunday), with two days off during the week.

Benefits

What We Offer

• Fixed-term contract (9 months)
• 39-hour per week contract, from monday to Sunday evening shift from 2pm to midnight.
• Competitive salary
• Comprehensive onboarding and training.
• International and multicultural work environment.
• Opportunities for career development and internal growth.
• The chance to represent one of the world's leading airlines and deliver exceptional customer experiences.

Apply today and become part of a team that helps loyal travellers make the most of every journey. ✈️