On behalf of our client, global avio company, we are looking for motivated candidate to successfully fulfill the position of Customer Support Consultant.

Job descripition:

• General flight reservations and direct sales and all related services of Lufthansa Group
• Information about our products and services
• Passenger check-in assistance
• Assistance with baggage related questions
• Managing loyalty programs/ accounts of our customers
• Support of any new business contracted by client
• Effective and timely call handling
• Assures work follows and meets all quality standards
• Assures work meets business productivity goals
• Flexibility to a rotational shift including weekends
• Usage of quality assurance tools whenever applicable
• Attend additional trainings and product related workshops
• Handling of Customer Feed-back Management inquiries connected to topics before, during and after travel with Lufthansa Group  using processing tool “Cheetah”
• Processing all incoming customer relations inquiries in written or via telephone from all Customers, Lufthansa HON Circle members and First-Class passengers (Priority Channel)
• Handling customer enquiries and claims from customers and debt collectors according to universal conventions and regulations, compensation policies and internal processes.
• Analyzing and understanding the customer request, making necessary research via various tools and resources (such as OneRes, Worldtracer etc.) making decisions on the outcome of the claim, issuing claim amounts and finally providing response via written and/or outbound calling according to universal conventions and regulations, compensation policies and internal processes
• Taking over special tasks as assigned

Job requirements:

• Fluent verbal communication skills in German (C1 level) and English (B2 level)
• High-school diploma
• Previous experience in customer service or a related field is preferred