Client Service Executive

Recruiter
Location
London (Central), London (Greater)
Salary
Competitive Salary, with benefits
Posted
11 Oct 2017
Closes
11 Nov 2017
Job function
Customer Service
Hours
Full Time
Contract Type
Permanent

About the Job
This role is responsible for delivering the highest levels of VIP customer service and delivering charter flights confirmed through Stratajet’s multi-channel booking platform, website and app. Measured on customer experience, customer retention and post booking efficiency; you will work hand in hand with the Stratajet Sales and Operator Relations teams to ensure every flight booked meets the Stratajet standard.

Your responsibilities

  • Taking handover of confirmed bookings from the Sales and Operator teams
  • Flight set up and customer communications for all post-booking requirements. 
  • Flight set up and operator communications post-confirmation.
  • Arranging of any additional or third party services (eg catering, ground transportation).
  • Flight monitoring and after flight service follow up
  • Recording detail on customer preferences, bookings and enquiries and special requirements to build customer profiles and detail per booking.
  • Dealing with customer issues and complaints in the first instance, escalation where necessary
  • Working with the customer and operator in AOG situations to find solutions and manage customer experience
  • Working as part of a shift rota and on call to cover out of hours requirements as part of a team
  • Supporting Sales team if required with responding to inbound enquiries / bookings for charter via various channels (phone/email/online chat/.com and app)
  • Processing booking confirmations, payments and invoices for inbound enquiries / bookings

What we are looking for...

  • A highly customer focussed individual, with a passion for delivering exceptional levels of service and great attention to detail.
  • Experience in a VIP customer facing position, ideally within a business aviation environment.
  • Experience or knowledge in dealing with HNWI and UHNWI is desirable.
  • Ability to work under tight time constraints and deliver high levels of service efficiently and pro-actively.
  • Experience of Salesforce an advantage.
  • Languages (particularly French or German) an advantage.