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Manager  - Client Services

Position

Manager - Client Services

Salary

HK$ Negotiable

Location

Hong Kong

Would you like to work for a market-leading global aviation company with an inspirational leader?

 

Do you have a luxury client service mentality and a passion for private aviation?

Extensive flight operations experience?

Excellent team leadership, managerial and communication skills?

The role:

From scheduling a flight, every detail is covered, from a client’s favourite bottle of wine or meals from a preferred restaurant to a particular magazine or a chauffeur service to the airport.

 

Our Client Services team is the first point of contact within the business for all our customers; dealing with all aspects of their travel experience as well as liaising with other departments to ensure excellent customer service.

 

We are looking for a Manager - Client Services to oversee the client experience throughout the entire flight-booking journey from onboarding to a successful flight. The principal aim of this role is optimal client satisfaction from an efficient, client-focused booking process.

Core responsibilities:

  • Overseeing the flight booking process and experience of clients within pod, directly managing the Executives responsible for handling booking requests;

  • Supporting the Commercial team with client on-boarding and lead the introduction of new clients to your Client Team;

  • Building strong personal relationships with clients in order to fully understand their needs and service expectations;

  • Serving as the key contact person and escalation point for clients within the Client Team;

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

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

  • 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 being actively involved with the Success Team in the continual improvement of processes and systems;

  • Leading the client on-boarding phase, together with the Commercial Manager, when new clients are handed over by the SVP and introduced to the Account Manager and Biller;

  • Maintaining an accurate and up-to-date record of client profiles and preferences and a firm grasp of booking / flight-related contractual standards and special terms for each client;

  • 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 exceptional product and brand knowledge and ensuring that this is disseminated throughout the team, be aware of new product launches, service enhancements or promotions, and communicate these to clients, seeking up-selling / cross-selling opportunities, in line with clients’ current and future needs.

The Client Services team is available 24 hours a day, seven days a week. While you will be in the office Monday to Friday, you will be required to be available “on-call” outside of office hours.

 

Qualifications:

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

  • Client service mentality and passion for private aviation that is compatible with our clients' 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 continuous improvement mindset to constantly be seeking ‘a better way’ to delight the client.

 

What's on offer:

  • A truly negotiable salary and an extensive benefits package. 

  • Our client invests in its people. They have an ethos of career growth opportunities from within.

 

If this sounds like your career step, get in touch today.
 

Company profile

Company values

  • Simple

  • Efficient

  • Reliable

  • Global

Benefits

  • Personal Medical Insurance coverage, including; dental, vision and supplemental insurance

  • Pension scheme

  • Commuter benefit

  • Opportunity to travel on an aircraft where 'empty legs' are available

  • Investment in people; ethos of career growth opportunities

menska's thoughts

Our client is a dynamic, exciting and fast-growing global company. They truly are a market leader, possessing an amazing brand with an inspirational leader.