Job Description
Are you a customer-centric professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two days are the same? Look no further than arenaflex, where we're revolutionizing the way we serve our customers and drive business growth. As an Experienced Customer Success Specialist – Reservations and Service Recovery, you'll play a critical role in maintaining positive relationships between arenaflex, its customers, and partners.
- *About arenaflex**
arenaflex is a leading global airline that's committed to providing exceptional travel experiences for our customers. With a rich history and a strong focus on innovation, we're constantly pushing the boundaries of what's possible in the airline industry. Our team is passionate about delivering world-class service, and we're looking for talented professionals like you to join our ranks.
- *Why you'll love this job**
As a Customer Success Specialist, you'll be an integral part of our Reservations and Service Recovery team, responsible for managing and resolving customer inquiries, feedback, and complaints. You'll work closely with customers to understand their needs and concerns, and use your critical thinking and problem-solving skills to resolve issues efficiently and effectively. Your strong customer-centric approach, effective communication skills, and ability to navigate complex situations with empathy and professionalism will make you a valuable asset to our team.
- *Key responsibilities**
- Achieve AA, Service Recovery, and individual performance goals with every customer interaction
- Respond to customer inquiries promptly and professionally through various communication channels, including phone, email, and online forms
- Own resolving issues and preventing a future contact without adding customer friction during the first contact
- Serve as the single point-of-contact for customers who have experienced any service failures, including and not limited to; customer relations, refunds, baggage claims, and/or issues related to customers' accounts
- Communicate with customers and team members via email or over the phone to investigate and resolve complaints
- Ensure the customer knows that their concern is important by listening/reading for understanding, then empathetically asking probing questions and requesting documentation from customers necessary to resolve customer complaints
- Investigate customer complaints using a variety of applications and resources
- Provide compensation to customers when appropriate
- Surface process and/or technical issues that may cause customer friction or drive poor customer experiences
- Use customer service skills to de-escalate difficult conversations, speak with professionalism, empathy, and compassion at all times
- Leverage de-escalation and/or contact control skills to resolve customer/partner issues as efficiently as possible
- Connect with customers to answer account questions and resolve issues
- Help customers maintain or increase their status by supporting our marketing campaigns
- Help keep customers' accounts safe by working with the Privacy and Security office
- Work in a team environment to pursue creative solutions to service failures
- Assist in continuing efforts to improve customer service by collecting complaint information
- Work with other departments to resolve service failures to retain customers
- Collaborate with Service Recovery Departments from our partner airlines and international locations to ensure that customers receive a consistent level of service
- *All you'll need for success**
- High School diploma or GED equivalency
- One year of customer service experience
- Knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook
- Attention to detail with strong critical thinking, problem-solving, and communication skills
- *Preferred qualifications**
- Post-secondary education
- More than one year of customer service experience
- Familiarity with airline operations, policies, and regulations
- Knowledge of customer service software and tools
- Knowledge of Ventana, NetTracer, WorldTracer, and other SABRE applications
- The ability to speak multiple languages fluently is a plus
- *Skills, Licenses, and Certifications**
- Excellent communication and problem-solving abilities
- Flexibility to work any shift and ability to work some weekends and holidays as necessary
- Ability to work in a fast-paced and dynamic environment
- Ability and willingness to be in-office when required
- Ability to quickly learn and become proficient in new software applications
- Ability to be self-motivated and a team player
- *What you'll get**
As a valued member of the arenaflex team, you'll enjoy a range of benefits and perks that will enhance your career and personal life. These include:
- Travel Perks: Ready to explore the world? You, your family, and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
- Health Benefits: On day one, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts, and more.
- Wellness Programs: We want you to be the best version of yourself – that's why our wellness programs provide you with all the right tools, resources, and support you need.
- 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
- Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more
- *Feel free to be yourself at arenaflex**
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at arenaflex. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities, and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
- *Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at arenaflex.**
- *Apply now**
If you're a motivated and customer-focused professional who is passionate about delivering exceptional experiences, we want to hear from you. Apply now to join our team as an Experienced Customer Success Specialist – Reservations and Service Recovery.
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