Junior Operations Specialist in Customer Support (German) - job 1 of 2

As a Junior Operations Specialist in Customer Support at [Company Name], your main responsibilities include assisting customers throughout the claims process which entails assessing claims, answering queries, and providing timely communication via various channels such as email, chat, and social media. You will also utilize your legal knowledge to advise customers, ensuring that their concerns about delayed, cancelled, or overbooked flights are addressed effectively.

To qualify for the Junior Operations Specialist in Customer Support role at [Company Name], candidates must be fluent in both English and German, achieving at least a C1 level proficiency in both spoken and written communication. A strong desire to learn about the airline industry, along with experience meeting targets, is an advantage. Attention to detail and a customer-centric mindset are crucial for success in this role.

The work environment for a Junior Operations Specialist in Customer Support at [Company Name] is dynamic and collaborative, featuring a hybrid work model with just one day in the office per month. You will be part of a diverse team supporting each other while handling customer inquiries amidst a culture that prioritizes growth, well-being, and a supportive atmosphere.

At [Company Name], Junior Operations Specialists in Customer Support enjoy a range of benefits, including private life and health insurance, flexible benefits tailored to individual needs, an annual travel allowance, and the ability to work remotely for up to two weeks each year. Additional perks include personalized progression plans, internal training programs, and access to wellness platforms, fostering both professional and personal development.

Yes, [Company Name] places a strong emphasis on career growth for the Junior Operations Specialist in Customer Support position. With a personalized progression plan and opportunities for training and knowledge-sharing events, employees are encouraged to develop new skills and advance within the company, making it an excellent choice for those seeking long-term career development.

When answering this question, focus on explaining the importance of customer service in the airline industry, detailing your understanding of the claims process, and highlighting how your skills align with providing empathetic support to customers.

Describe a methodical approach to controlling the conversation, such as actively listening to the customer’s concerns, employing empathy, and offering solutions. Provide a specific example from your experience if possible.

Show your critical thinking skills by outlining the process you would follow, including gathering all necessary information, consulting legal guidelines as needed, collaborating with team members, and ensuring the customer is updated throughout the process.

Your answer should reflect your passion for helping people in stressful situations, your interest in the airline industry, and how [Company Name]'s values and culture align with your professional aspirations.

Discuss the techniques you use for prioritization, such as assessing urgency and customer need, staying organized, and maintaining a calm demeanor to manage workload efficiently.

Think of a specific instance where you exceeded customer expectations, explaining the context, actions taken, and the impact it had on the customer, showcasing your commitment to exceptional service.

Express your adaptability and willingness to engage in various modes of communication, emphasizing that you are proficient in managing inquiries via email, chat, and social media effectively.

Mention any CRM tools or specific software you've worked with that relates to customer support, which shows your familiarity with the technologies that may be used at [Company Name].

Highlight specific strategies you employ when faced with stressful situations, such as taking deep breaths, focusing on the issue at hand, and practicing time management to keep stress levels in check.

Discuss your commitment to continuous learning, whether through online courses, newsletters, or industry publications, indicating that you understand the importance of remaining informed in a rapidly changing sector.