وظائف شركة لوفتهانزا للطيران الالمانية Lufthansa

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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

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