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Customer Support Officer

Job details

Employment type: full-time



About us…

Air Belgium is a fresh thinking Belgian airline operating quality intercontinental flights at attractive fares to and from Belgium. Besides regular passenger flights, the airline offers air cargo, freighter, ACMI and on-demand charters services. 

The company’s motto is: “Comfort, service and well-being without compromise.” As a result, the airline provides a clear and straightforward offer, transparent pricing and a friendly atmosphere. 

Belgium is famous for its warm welcome, quality of life and fantastic produce, right in the heart of Europe. Air Belgium is proud to represent its nation in all its ‘Belgian-ness’, with a sense of pride that is tinged with modesty, self-deprecation and know-how. Open and quirky (but serious, nonetheless), the company always takes care of its passengers, which is why its team is made up entirely of seasoned professionals whose single goal is to offer a quite simply unforgettable travel in Belgian class. 

Two new generation Airbus A330-900neo are joining Air Belgium’s fleet. These new aircraft are offering even greater flight experiences with the latest technologies on board and better environmental performances.  

Purpose of the position...

  • To handle any customer queries, focusing on phone & e-mail channels.
  • To foster close liaison with various departments within the company to investigate complaints and provide feedback or review processes where necessary.
  • To provide high quality, timely and positive answers to customer queries to optimise passenger satisfaction and reinforce company reputation.
  • To ensure efficient database management in order to maintain data quality and availability at all times.

Main activities and responsibilities…

  • Answer all customer queries (mainly through phone and emails) and ensure closure of cases in due time.
  • Coordinate closely with internal departments when needed to ensure that the customer request is met in order to provide them with excellent service.
  • Assist the customer for any booking related query ( fares details etc…) and provide qualitative and proactive assistance by identifying customer needs and actively seeking out sales opportunities.
  • Highlight to customers the relevant required travel documents for their journey such as passport, visa & health requirements and other details such as check-in place and time.
  • Assist in service recovery such as baggage settlements, flight disruptions handling, compensation, refund, reissuance of tickets,…
  • Ensure administrative aspects tracing (letters, claims management admin).
  • Support the introduction of product services towards all communications / interactions with the customers.
  • Support intermediaries and Travel Agents by assisting them in making bookings with special arrangements.  Under the supervision of the CCO, advise and guide them on quoting special fares and completing ticketing formalities.
  • Fulfill online queries and other complex activities such as medical cases and special services.  
  • Carry-out analysis and departmental reports and ensure up-to-date and qualitative database at all times.
  • Participate in short-term departmental and cross-departmental projects.
  • Any other duties that aim to the achievement of the department objectives within individual competences

Profile Requirements...

  • Display a positive, open and cooperative behaviour in order to facilitate a good relationship inside and outside the department and towards the customers, avoid and help solve conflicts.
  • Comply with Company policies, values and ethics.
  • Comply with local, national legislations and health & safety standards.
  • Report to hierarchy any hazards, non-compliances and risks whether to employees or to the company.
  • Capacity to remain very discreet and ascertain confidentiality while handling sensitive subject
Requirements and qualifications
  • Bachelor's Degree or equivalent by experience.
  • At least 2 years of relevant equivalent working experience in the aviation industry.
  • Fluency in French, Dutch and English (both written and oral), any other language is an asset.
  • Customer centric mindset.
  • Good communication skills, tactful and diplomatic, able to build relationships with internal and external customers.
  • Able to work under pressure (time, angry customers).
  • You master the applications of the MS Office suite: Word, Access, Power Point and especially MS Excel.

What we have to offer...

Next to a correct and modern compensation package - the ability to work in an airline environment where you can have impact and will be embedded in a team of aviation enthusiasts. Visit our website and find out more about Air Belgium's unique positioning in the airline industry and what binds us as a team.  

Interested? Please send your application to [email protected] mentioning “CustSupp” in the subject of your email.

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