Customer Care Agent (M/F)

Job description

Malabo (Equatorial Guinea)

Dependent on the assignment focus the tasks include the following:

·  Provide customer services which remain in the market to end customers and /or travel agents via phone, face to face, email and / or queue
·  Carry out reservations, rebookings, M and M inquiries and special service requests for end customers
·  Assist travel agents with all product inquiries including waitlist processing, cross border requests, STPC inquiries, fare calculations, re-issues, RTW fares or special service requests
·  Independently solve service and sales related inquiries
·  Carry out defined market specific segment servicing (for example IOM, marine business) with specific service requirements
·  Support station in case of irreg handling, depending on local set up
·  Handling of VIP requests
·  Handling of direct sales at front line counters of city or airport ticket office (CTO/ATO) if existing in the market
·  Carry out further service tasks as necessary, such as PPB, eXperts redemption requests, B2C groups requests
·  Furthermore support internal processes such as AD / ID bookings or SEAL requests
·  Handling of ADM disputes and refunds in non Billing and Settlement Plan markets
·  Participate in other duties as assigned

Lufthansa is one of the world`s leading airlines. As an internationally-operating aviation Group Deutsche Lufthansa is active in the following business fields: Passenger Transportation, Logistics, MRO and Catering. More than 540 subsidiaries and holding companies also belong to the Group. The airline offers more than 235 destinations in 78 countries using currently 615 aircraft, around 420 are used for Lufthansa German Airlines and Germanwings. Around 106 million passengers worldwide place their trust in us each year. The dedication, skills and excellent service of more than 119 000 employees from almost 150 nations everywhere in the world is one of our greatest strengths.

www.lufthansa.com

If this is you, please apply online.

Desired profile

Your profile

·  Education: High school certificate A level / abitur or equivalent Vocational training required

Technical competencies and other prerequisites:

·  Languages: English required and German desirable
·  Computer proficiency as User
·  Good Independent and proactive approach
·  Excellent Attention to quality and detail
·  Good Assertiveness
·  Strong Problem solving / Solution oriented
·  Excellent Service / Customer Orientation
·  Strong Communication skills (verbal and written) / Interpersonal skills
·  Strong Intercultural competence
·  Good Conflict management skills
·  Strong Cooperation skills / Team player
·  Strong Structured / Systematic approach/Process orientation
·  Good Professional and confident manner
·  Excellent groomed appearance