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Customer Support Officer M/F

Job details

Employment type: full-time



Purpose of the job

  • To provide high quality, timely and positive answers to customer queries to optimise passenger satisfaction and reinforce company reputation.
  • 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 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,…
  • 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.

Profile requirements

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 – you are the face of the company.
  • Good communication skills, tactful and diplomatic, able to build relationships with internal and external customers.
  • You master the applications of the MS Office suite: Word, Access, Power Point and especially MS Excel.

Interested? Please send your application to [email protected] mentioning “CustSup001” in the subject of your email.