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Webhelp (Travel Advisor - easyJet Project)

Webhelp was a French multinational company specializing in business process outsourcing (BPO) and customer experience management.

Founded in June 2000 by Frédéric Jousset and Olivier Duha, the company initially offered one-time IT support services before expanding into call center operations and back-office support.

Headquartered in Paris, Webhelp operated in over 50 countries, employing more than 100,000 people as of 2021. In March 2023, Concentrix announced its commitment to acquire Webhelp in a deal valued at $4.8 billion.

The acquisition received approval from the European Commission in September 2023, and by April 2024, the combined entity rebranded under the Concentrix name.

Webhelp website screenshot (easyJet project)

Role: Travel Advisor – Webhelp Romania (easyJet Project)

Achievements:

  • Handled 50+ customer inquiries daily, providing commercial and technical support for easyJet passengers.
  • Resolved 80% of complaints on first contact, improving customer satisfaction and service efficiency.
  • Processed and validated 100+ flight changes, refunds, and payment verifications per week, ensuring accuracy and compliance.
  • Maintained an average response time 20% faster than the required SLA, enhancing operational efficiency.
  • Managed customer interactions across multiple channels (including phone, email, and written requests).
  • Assisted in implementing standardized complaint-handling procedures, reducing escalations by 25%.
  • Contributed to a 10% increase in customer retention by promoting easyJet services and upselling additional products.
Marius Munteanu

I had the pleasure of working directly with Daniel and his abilities and character never ceased to impress me. He showed emotional intelligence, communication skills and a great attention to details while tending to our company's customers on social media. Our customer satisfaction ratings have increased progressively since Daniel joined the team.

Marius Munteanu
Innovation Director, Concentrix
View LinkedIn profile ↗

Behind the scenes

A moment from my time at Webhelp.

Moment from Webhelp

Tools Used 🛠️

  • Customer Support Platforms: Zendesk, internal CRM systems
  • Communication Tools: Outlook, internal chat tools
  • Payment & Refund Processing: easyJet booking system, internal validation and refund tools
  • Task & Workflow Management: Jira, Trello
  • Database & Reporting: Excel, Google Sheets, internal case management systems

Competencies 🧠

  • Customer Support & Issue Resolution: Handling technical and commercial requests efficiently.
  • Complaint Handling & Conflict Resolution: Addressing customer concerns with professionalism and empathy.
  • Flight Booking & Payment Processing: Managing flight modifications, refunds, and payment validations.
  • Multi-Channel Communication: Handling requests via phone, email, and written correspondence.
  • Process Adherence & Documentation: Ensuring compliance with airline policies and procedures.
  • Upselling & Service Promotion: Recommending easyJet services to enhance customer experience.

Got a process eating hours every week?

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