Customer Support Agent

5 months ago

East Kilbride, United Kingdom Air Charter Scotland Ltd Full time

Air Charter Scotland Europe Ltd is recruiting a full-time Customer Support Agent to join our Team in Malta.

The role is to provide support within the Operations and Client Services Department and assist our customer relations through coordinating with aircraft owner’s, PAs, and clients’ enquiries with the operations team and other ground-based teams to provide and exceed customer expectations.

The Customer Support Agent will manage customer and owner flights and profiles to ensure that the very best customer experience is provided in the most professional manner at all stages of their communication. The Client Services team work with the sales team, operations team, cabin crew manager and many other departments to ensure that the end product is tailored to each and every guest who boards the aircraft.

The role will encompass a variety of tasks but for most the role is delivering a high level of customer service at all times by supporting the department in ensuring all communication is dealt with and actioned in a timely manner.

You will be responsible for providing customer service and support to our high-net-worth clientele. You will be the primary point of contact for our clients, ensuring that their needs are met, and expectations exceeded during their private aviation experiences.

A flexible attitude is essential to be able to manage the different aspects of the role. An understanding of basic operations and an awareness of the commercial aspect of the business and how costs impact the business is essential.

Your key responsibilities will include:

- **Flight Coordination**: Communicate with clients on operational restrictions (e.g., weather restrictions, slots, handling permits, any potential disruptions), real-time updates on flight.
- **Issue Resolution**:Address and resolve client concerns or issues promptly and professionally, finding solutions that prioritize client satisfaction.
- **Client Profiles**: Maintain detailed client profiles, including preferences, dietary restrictions, and any other special requirements, to personalize their experience, collecting passenger’s details and any other specific request.
- **Client Liaison**: Work closely as the primary point of contact with all direct clients and established broker clients and provide them with exceptional customer service in all aspects.
- **Owner representative**: work closely with owners on their requirements and to work with cabin crew to build owner profiles and extended family that use the aircraft.
- Liaise with operations on the requirements of the owners to manage the flight schedule, from input to Flight Scheduling Software to end of flight.
- Performing operational administrative tasks such as booking cars, ordering catering, data entry for passenger details and ensuring all information required is received and passed onto the relevant authority.
- To work closely with the sales department to understand the customer requirements and ensure all relevant departments are aware.
- Developing an operational understanding of flight operations in order to fully comprehend the factors that may affect flights and how this impacts clients such as weather, slot restrictions, airport parking etc.
- Driving operations team to ensure all flights are dispatched ready to go with any important information being passed on using internal methods of communication and passing relevant information to clients that may impact their flight.
- Understanding of catering procedures - liaising with cabin crew and suppliers to create a quality end
- product.
- Liaise and collate passenger details and build customer profiles of customers that charter the aircraft and to use the information to tailor make the service on board.
- Use of web-based software systems to ensure all information is correctly and efficiently stored.
- Attend shows and events, meet suppliers and create working relationships.
- Understand the capability and limitations of each aircraft.
- Understand the processes and procedures for each flight or airport that must be adhered to and ensuring our clients have necessary documentation for all flights.
- Send broker updates before and after flights.
- Monitor movement messages.
- Organise Flight Briefs - ensuring all items required have been arranged or procured to provide a seamless service on board.

**Qualifications**:

- Previous experience in customer service essential.
- Interest in aviation industry considered an asset but not essential.
- Your experience includes skilfully handling difficult and demanding situations while ensuring that the customers’ experience is seamless.
- You’re proactive, service-driven, a keen team player and possess excellent interpersonal skills.
- Excellent telephone manner and clear communication skills
- Good English language skills, including advanced spelling and grammar that will enable you to communicate clearly with your customers.
- Knowledge and understanding of Microsoft IT packages s

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