Client Services Executive

FXAIR; Farnborough; On-site; GBP 26,000 - 38,000; Full time

Job summary

FXAIR seeks a Client Services Executive to serve affluent clients and support travel planning from start to finish. You will collaborate with multiple departments to craft exceptional client experiences and maintain long-term relationships.

You will handle high-volume calls and emails, coordinate trips, and ensure all details—papers, permits, catering, and transportation—meet client expectations and exceed them.

Qualifications

• Associate's degree or equivalent combination of education and/or experience preferred.
• Extensive customer service experience in a high-end service industry.
• Proficiency with Word, Excel and Outlook; knowledge of standard office equipment.

Responsibilities

• Provide world-class service during every interaction with our clientele.
• Handle a high volume of incoming calls and emails professionally.
• Manage all aspects of trip booking and planning including passenger paperwork, pet documentation, pre-flight briefing catering, ground transportation and special requests.
• Coordinate with Operations and external suppliers to secure permits, slots, customs and airport handling per client requirements.
• Confirm day-of operations, track flight status, catering, CTOTs and other flight details; provide updates to customers.
• Proactively communicate changes, delays or other potential issues.
• Respond promptly to inquiries about scheduled trips and status.
• Provide daily quality control of trip details and outcomes.
• Collaborate with sales and internal departments to resolve conflicts and act as client advocate.

Skills

Customer service

Communication

Attention to detail

Team player

Multitasking

Problem solving

Education

Associate's degree or equivalent

Tools

Microsoft Office Suite

Office equipment

Job description

Position Summary

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.

Position Summary

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 fulfil 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