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This post report to Guest Services Section Head
The Guest Services Officer 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 Royal Jet services and products. Must provide excellent customer service and respond to all queries in a professional manner. The Guest Services Officer is required to work in shifts in the Call Center which is open 24 hours, 7 days a week.
Duties and Responsibilities
Make accurate, rapid, cost calculations and provide customers with quotations based on phone and email inquiries for flights.
Get a clear understanding of the customer's flight requirements for a flight costing and planning purposes.
Finalize the flight itineraries, cost, and close sales.
Facilitate catering and ground transportation arrangements for customers as needed.
Work closely with Flight Operations 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.
Maintain and develop relationships with customers via telephone calls and emails.
Advise customers on new product developments and special promotions.
Maintain a high degree of knowledge of all Royal Jet services and products at any given time, and speak knowledgeably on such products and services.
Resolve routine to moderately complex problems/inquiries; and refer complex scenarios to sales managers.
Research service complaints and billing discrepancies, and respond within a 24-hour timeframe.
Initiate client resolution phone calls and letters to resolve crisis situations by offering creative solutions to satisfy clients.
Complete client follows up calls weekly as determined by the responsible account manager, Record information and maintain required logs as instructed by management.
Preferably Holding a University/Colleague degree.
Certificate Proficiency in English.
Professional Training computer skills (MS Word, Excel, Outlook).
Training In Customer Services.
Training Sales techniques.
A strong network of industry peers.
Ability to speak and write other languages such as Arabic, Russian, French, Mandarin, and Cantonese.
Professional training in Negotiation Skills.
Minimum 2 years prior sales and/or brokerage experience or demonstrated ability to perform the required duties and responsibilities.
Educated to a minimum university degree