Job Description

Customer Relations Officer
· Customer Relations Officer (mostly written correspondence so fluent German needed)
· Permanent
· 37.5 hours per week
· Flexi time available (7.5 hours per day any time between 7 am and 5:30 pm)
· Home working available after settling in period of 2 - 3 months based on learning speed of candidate
· £18,250.00 basic + £500 language allowance per annum
· With performance based bonuses can earn up to £23k
Location: Crawley
Salary: Up to £23k (£18,250.00 basic salary with incentive bonuses)
Reports to: Operations Manager

Overview
Respond to and handle customer correspondence, adhering to airline guidelines and legal liabilities, whilst maintaining the airline's professional image.

Main duties and accountabilities
" Managing own workload and ensuring that company targets (SLA's) are met and maintained
" Handling own files which includes resolving issues and having accountability for files
" Handling complaints by mail/letter/phone (agreed min 300 letters per calendar month)
" Issuing payments up to €600 without authorisation
" Issuing compensation / gestures of goodwill
" Regular liaison with Senior Agent, Office Supervisor and Operations Manager to ensure standards of work are met
" Admin and telephone duties as required - ensuring full phone coverage at all times

Candidate requirements
" Fluent level of German language, spoken and written
" Exceptional customer relations skills, with a key focus on customer retention and protecting our client's brand image
" Capable of working to set daily/weekly/monthly targets
" Ability to use initiative and prioritise workload
" Accuracy and attention to detail
" Personally focused and enthusiastic
" Able to speak to clients/passengers with confidence and clarity
" Flexible, empathetic, professional and discrete in manner
" High level of computer literacy