Passenger Service Executive

Job Overview

The pivotal role of a Passenger Service Executive (PSE) is to support customers by providing valuable information, answering queries, and addressing complaints. The core objective of the PSE is to ensure optimal customer satisfaction with the services offered by APL. It is essential for the PSE to maintain a diplomatic, respectful, and tactful approach in all situations. Additionally, the PSE is accountable for defining and implementing standards and minimum turnaround times for various products and services within their unit. It is imperative for the PSE to keep a record of these standards and ensure their adherence.

Responsibilities

First point of contact: You will be responsible for providing support to customers through various channels, including face-to-face, telephone, letter, email, and portal. You will need to be proficient in all these communication channels and provide prompt and effective assistance to customers.

Customer intelligence: You will also need to collect customer intelligence to support service improvements and make recommendations to management on ways to improve customer service.

Customer surveys and commercial calls: You may be required to undertake customer surveys, campaigns, and commercial calls to support the corporate aims of the business. In addition to the above, you will also be responsible for communicating important information related to flights, fares, schedules, gates, and flight arrivals and departures.

Customer database management: It is important to maintain a record of all the interactions you have with customers to have clarity on their requirements and preferences. This will help you provide better services in the future.

Process customer complaints and file documents for references: Maintain updated record of customer complaints and common issues with a view to providing better solutions.

Identify opportunities to improve customer experience and increase satisfaction: It is important to be proactive and identify areas where the customer experience can be improved. This will help in increasing customer satisfaction and loyalty towards the company.

Respond to incoming calls and enquiries in a courteous and professional manner, providing prompt assistance and resolving any issues or complaints.

Greet customers warmly and listen attentively to their concerns, providing friendly and helpful guidance to help them reach a resolution.

Inform customers of any flight delays or cancellations, and work to rebook them according to company policy while ensuring clear and accurate communication.

Provide accurate and up-to-date information on fares, schedules, gates, and flight status, and respond to general inquiries in a friendly and informative manner.

Skills

• Strong time management skills to handle multiple tasks efficiently under pressure
• Excellent analysis skills for assessing passenger needs and resolving issues promptly
• Outstanding communication skills to interact effectively with diverse customers and team members
• Organised approach to managing documentation, schedules, and operational procedures
• Ability to remain calm and professional in high-pressure situations
• Flexibility to adapt to changing schedules or operational requirements

This role is ideal for proactive individuals who thrive in fast-paced environments and are committed to delivering outstanding customer service. Applicants should possess a keen eye for detail, strong organisational abilities, and the capacity to think critically when addressing passenger needs.

Job Types: Full-time, Permanent, Graduate

Pay: £25,000.00-£28,000.00 per year

Benefits:

• Bereavement leave

Application question(s):

• Are you available to resume immediately?

Education:

• Bachelor's (preferred)

Experience:

• airline : 2 years (preferred)

Work authorisation:

• United Kingdom (preferred)

Work Location: In person