Client Services Executive

FXAir Europe; Farnborough; On-site; GBP 26,000 - 36,000; Full time

Job summary

FXAir Europe is seeking a Client Services Executive to be the frontline for our affluent clientele, coordinating travel plans and maintaining long-term relationships. You will work with Operations and suppliers to secure permits, slots and handling, while ensuring flawless day-of operations and proactive communication.

Ideal candidates have extensive customer service experience in luxury settings, strong attention to detail, and excellent MS Office skills.

Qualifications

• Associate's degree (A. A.) or equivalent in a service and/or hospitality field is preferred or equivalent combination of education and/or experience
• Extensive customer service experience in a high-end service industry
• Proficiency with Microsoft Office Suite Applications (Word, Excel, Outlook)
• Knowledge of use and operation of standard office equipment

Responsibilities

• Provide world-class service during every interaction with our clientele
• Professionally handle a high volume of incoming calls and emails
• Manage all aspects of trip booking and planning – passenger paperwork, pet documentation, pre-flight briefing catering, ground transportation, special requests, B2B and other additional services
• Coordinate with Operations and external suppliers daily to ensure permits, slots, customs and airport handling have been secured in line with the client’s requirements
• Confirm day-of operations for customer flights, tracking flight status, catering, CTOTs, etc. Follow flights in progress to verify that catering, ground transportation, and other flight details are correct and provide updates to the customer as required
• Proactively communicate any changes, delays or other potential disservice concerns
• Respond quickly to any questions/inquires pertaining to scheduled trips, status of trips etc.
• Provide daily quality control of all trip details
• Work closely with sales and other internal departments to resolve conflicts or complaints and serve as a client advocate when appropriate
• Be able to prioritise objectives and multi-task effectively with focus on proactivity and attention to detail
• Have the readiness to fulfill airport visits to see off customers and/or prepare aircraft cabin, support ground staff in the event of complex / special event trips
• Perform other related duties and responsibilities as requested

Skills

Attention to detail

Team player

Flexible schedule

Interpersonal skills

Communication skills

Education

Associate's degree or equivalent (hospitality/service)

Tools

Microsoft Office Suite

Job description

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The Client Services Executive serves as the frontline to our affluent clientele and plays an integral part in the planning process of their travel. The Client Services Executive works closely with several departments to create every client experience and is responsible for establishing, building and maintaining long-term relationships. Overall, the Client Services Executive is responsible for providing impeccable customer service and ensuring that expectations are exceeded.

DUTIES & RESPONSIBILITIES

• Provide world-class service during every interaction with our clientele
• Professionally handle a high volume of incoming calls and emails
• Manage all aspects of trip booking and planning – passenger paperwork, pet documentation, pre-flight briefing catering, ground transportation, special requests, B2B and other additional services
• Coordinate with Operations and external suppliers daily to ensure permits, slots, customs and airport handling have been secured in line with the client’s requirements
• Confirm day-of operations for customer flights, tracking flight status, catering, CTOTs, etc. Follow flights in progress to verify that catering, ground transportation, and other flight details are correct and provide updates to the customer as required
• Proactively communicate any changes, delays or other potential disservice concerns
• Respond quickly to any questions/inquires pertaining to scheduled trips, status of trips etc.
• Provide daily quality control of all trip details
• Work closely with sales and other internal departments to resolve conflicts or complaints and serve as a client advocate when appropriate
• Be able to prioritise objectives and multi-task effectively with focus on proactivity and attention to detail
• Have the readiness to fulfill airport visits to see off customers and/or prepare aircraft cabin, support ground staff in the event of complex / special event trips
• Perform other related duties and responsibilities as requested

EDUCATION & EXPERIENCE

• Associate's degree (A. A.) or equivalent from two-year college or technical school in a service and/or hospitality field is preferred or equivalent combination of education and/or experience
• Extensive customer service experience in a high-end service industry
• Proficiency with Microsoft Office Suite Applications (Word, Excel, & Outlook)
• Knowledge of use and operation of standard office equipment

REQUIRED SKILLS & QUALIFICATIONS

• Must possess the legal ability to work in the United Kingdom
• Have strong attention to detail
• The ability to work in a team atmosphere, and manage a flexible schedule
• The Client Services Executive will be required to demonstrate knowledge of FXAIR’s products and programs and have the ability to interpret contract information as it pertains to the specific customer
• Successful candidate must be able to respond calmly and handle many customers’ demands in a fast-paced environment
• Strong interpersonal, verbal/written/computer and presentation skills are necessary to perform job at the expected level