وظائف شركة لوفتهانزا للطيران الالمانية Lufthansa
Customer Care Specialist (M/F)
Job description
The
Customer Care Specialist is responsible for handling general services
and special segment services for Lufthansa/ Lufthansa Group which remain
in the market. The aim is to ensure the highest level of customer
service and satisfaction. In addition, emphasis is on sales performance
and efficient operations.
- Provide customer services to end
customers and /or travel agents via phone, face to face, email and / or
queue. Carry out reservations, rebooking’s, M&M inquiries and
special service requests for end customers
- Assist travel agents
with all product inquiries including waitlist processing, cross border
requests, STPC inquiries, fare calculations, re-issues, RTW fares or
special service requests
- Independently solve service and sales related inquiries
- Carry out defined market specific segment servicing (for example IOM, marine business) with specific service requirements
- Handling of direct sales at front line counters of city or airport ticket office (CTO/ATO) if existing in the market
- Support station in case of irregular handling, depending on local set-up
- Carry-out
further service tasks such as PPB, eXperts redemption requests, B2C
groups requests. Furthermore, support internal processes such as AD/ ID
bookings or SEAL requests
- Handling of ADM disputes and refunds in non BSP markets
- Support the Service Process Coordinator on GP level and where necessary act as his / her deputy
- Participate in other duties as assigned
Your profile
- Bachelor degree is required
- Excellent English is a must
- Command of German or French is preferable
- Computer proficiency
- Flexibility
needed for shift work, working overtime/ outside office hours, working
under time pressure, traveling on behalf of the company etcetera
- Good ability to manage complexity
- Strong independent and proactive approach
- Excellent attention to quality and detail
- Good decisiveness
- Good assertiveness
- Excellent problem-solving/solution-oriented
- Excellent service/customer orientation
- Strong communication skills (verbal and written) /interpersonal skills
- Strong intercultural competence
- Good conflict management skills
- Strong cooperation skills/ team player
- Excellent structured/systematic approach/process orientation
- Good professional and confident manner
- Strong well-groomed appearance
