Senior Guest Services Officer (UAE National)

ROLE PURPOSE:

The role is responsible for handling all VIP customer inquiries into the call center (via telephone and email) with regards to price and aircraft availability, and any other inquiries on RoyalJet services and products. Must provide excellent customer service and respond to all queries in a professional manner. The Senior Guest Services Officer is required to work in shifts in the Call Center which is open 24 hours, 7 days a week.

OPERATIONAL ACTIVITIES

• Make accurate, rapid, cost calculations and provide customers with quotations based on phone and email inquiries for flights
• Get a clear understanding of the customers flight requirements for flight costing and planning purposes
• Finalize the flight itineraries, cost and close sales
• Coordinate with all the relevant departments to facilitate all the arrangements for the flight as per the customer’s needs such as catering, ground transportation, flight permits, waivers and approvals where applicable
• Work closely with Flight Operations and Crew Scheduling to plan customer’s flight and ensure that Royal Jet service standards are being adhered to at all levels of service delivery to the customer
• Gather customer information and update CRM database as required
• Research service complaints and billing discrepancies, and respond within 24-hour timeframe
• Initiate client resolution phone calls and letters to resolve crisis situations by offering creative solutions to satisfy clients
• Complete clients follow up calls weekly as determined by the responsible account manager, Record information and maintain required logs as instructed by management.
• Provide full support to all commercial divisions such Brokerage, Medevac and Aircraft Management.
• Pattern of shifts may change according to company requirements