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client services manager

Location: Malta

Salary: €45,000 + benefits 

 

The client, a truly global private jet operator is looking for a Client Services Manager to join the Client Services team.

The Client Services team deal with every aspect of satisfying the client’s need and will be first point of contact for all customers. A great deal of liaising with other departments will be paramount as well as making sure customers have a grade A travel experience throughout the whole flight process.

Responsibilities:

  • Overseeing the flight booking process, directly managing the Executives responsible for handling booking requests, striving for optimal service quality and efficiency;

  • Assessing workload / skill distribution and carrying out quality assurance and performance management of Executives within your client teams;

  • Ensuring adequate training, mentoring and upskilling of Executives and the motivation and constant engagement of the team;

  • Monitoring compliance with established processes and best practices and be actively involved with the Success Team in the continual improvement of processes and systems;

  • Building strong personal relationships with regular brokers and upcoming program clients, serving as the key contact person and escalation point for all clients within your Client Team;

  • Professionally managing client expectations in accordance with contract terms, advising and guiding clients with appropriate solutions when specific requests cannot be met;

  • Maintaining an accurate and up-to-date record of profile and preferences and a firm grasp of contractual standard and special terms for key clients;

  • Developing and maintaining excellent flight operations knowledge within the team to improve speed and quality of responses and be able to credibly communicate with clients when issues arise.

  • Maintaining the exceptional product and brand knowledge and ensuring that this is disseminated throughout the team;

  • Supporting the client on-boarding phase when new clients are handed over to the service team by the SVP.

 

Qualifications:

  • Extensive flight operations experience that you will be able to use to make decisions and coordinate responses to situations;

  • Client service mentality and a passion for private aviation that is compatible with the client’s luxury service ethos;

  • Excellent team leadership, managerial and communication skills;

  • Proven track record in managing ‘high touch’ client service teams;

  • Positive, professional and composed manner even when dealing with the most demanding of clients;

  • Well versed with Salesforce Service Desk or similar industry standard service systems and tools;

  • Process and continual improvement mindset to constantly be seeking ‘a better way’ to delight the client.