Service Representative

Excel Technical Consulting; Amsterdam; On-site; EUR 30,000 - 38,000; Full time

Job summary

A leading service provider in aviation is seeking a Service Representative based in Amsterdam. The role involves offering personalized services to executive jet Owners at airports, ensuring exceptional customer experiences. Candidates should have at least 2 years of customer service experience in aviation or luxury settings, and fluency in English. The position requires flexibility to work varied hours, including nights and weekends, while demonstrating strong interpersonal skills and situational awareness.

Qualifications

• Minimum 2 years of experience in face-to-face customer services in aviation or luxury hospitality.
• Fluency in Business English and preferably Dutch.
• Ability to handle stressful situations while maintaining a positive attitude.
• Demonstrates empathy, diplomacy and confident communication.
• Willing to work a varied schedule including evenings, nights, weekends, and holidays.

Responsibilities

• Provide an exceptional and personalized service to Owners.
• Act as brand ambassador managing customer experience.
• Maintain professional relationships with area vendors to improve service.
• Communicate operational issues and manage Owner expectations.
• Act as brand ambassador and support safety culture onsite for Teams, Planes and Owners.
• Identify and report Owner concerns to improve satisfaction and retention.

Skills

Customer service

Effective communication

Problem-solving

Interpersonal skills

Situational awareness

Empathy and diplomacy

Flexibility schedule

Job description

Excel are currently seeking a Service Representative for a new permanent opportunity based in the Netherlands to support a globally known executive jet client as their onsite presence for Owners at strategic airports, meeting both arriving and departing flights ensuring seamless customer service. You will be responsible for developing owner loyalty by nurturing relationships and providing personalised services through knowledge, proactive service, and anticipation of needs.

TASKS AND RESPONSIBILITIES:

• Front facing Owners, Initiate and develop relationships with Owners by meeting inbound/outbound passengers to provide an exceptional and personalized service that fulfils their special requirements and needs.
• Forge culture of Service and Safety, promoting a healthy and collaborative environment onsite for Teams, Planes and Owners.
• Pivotal as communication and service professionals, NSRs interact and are experts in the articulation with many internal and external parties. Act as brand ambassadors, from a service and operational perspective and will contribute to manage customer experience through the airport.
• Communicate with Owners during their experience at the airport regarding operational issues and service requirements to manage their expectations. Make timely and sound decisions based on a mixture of analysis, wisdom, experience, and judgment when dealing with travel related issues / concerns / requests. knowledgeable in current policies, practices, trends, technology, information, and the marketplace.
• Act as the voice of customer, Identify, understand Owner’s concerns and preferences and report them to the relevant departments to deliver an exceptional service and improve Owner satisfaction, retention and LTR.
• As a critical thinker, proactively identify risk, troubleshoot all flight arrivals and departures in the area, corrects issues and mitigates service disruptions, keeping appropriate departments in the communication loop while minimizing pressure and diffusing situations immediately.
• Develop and maintain professional relationships with vendors in the area (e.g., caterers, ground transport providers, FBOs) Supports area vendors with planning and service requirements to ensure standards and continuous improvement of the service provided to NetJets passengers, deliver a personalized customer experience. Work with new FBO providers to ensure service standards and process implementation.

ESSENTIAL QUALIFICATIONS AND SKILLS:

• Minimum 2 years of experience in face-to-face Customer Services at aviation, luxury hotels, resorts or similar service industry; Aviation Knowledge is preferred. Solid command in hospitality service to include, proper use of language, demeanour and presentation
• Fluency in Business English (written and verbal) and preferably Dutch;
• Apply situational awareness and able to handle stressful situations while maintaining a positive attitude
• Shows empathy, assertiveness, great diplomacy and confidence in all situations
• Must be willing and can work a varied schedule that can include evenings, nights, weekends, and holidays.