Junior Operations Specialist in Customer Support (German)

As a Junior Operations Specialist in Customer Support at AirHelp, your primary responsibilities include assisting customers with their claims, effectively answering queries, and providing timely, friendly communication via email, chat, and social media. You will assess claims and utilize your legal knowledge, supported by our training, to help air travelers navigate their issues related to delayed or canceled flights.

To qualify for the position of Junior Operations Specialist in Customer Support at AirHelp, you should demonstrate fluent communication abilities in both English and German, preferably at a minimum C1 level. While previous experience working with targets is a plus, a commitment to learning about the airline industry and customer service, along with a passion for helping others, is essential.

At AirHelp, Junior Operations Specialists in Customer Support will enjoy a hybrid working environment, requiring only one day in the office per month. You'll be part of a vibrant team with over 25 nationalities, fostering a collaborative and supportive atmosphere. The work culture is dynamic, allowing for personal and professional growth through continuous learning opportunities.

AirHelp offers a wide range of perks and benefits for Junior Operations Specialists in Customer Support, including private health insurance, flexible benefits for educational expenses, annual travel allowances, and the ability to work from anywhere for two weeks annually. Employees also have access to language classes, personalized progression plans, and various well-being initiatives to enhance their work-life balance.

As a Junior Operations Specialist in Customer Support at AirHelp, you will be part of a shift system that operates 24/7/365. Your shifts can vary between morning hours from 8:00 AM to 4:00 PM or evening hours from 4:00 PM to 12:00 AM, allowing for flexibility while meeting the needs of our global customers.

When dealing with a frustrated customer, it's essential to remain calm and empathetic. Listen actively to their concerns, validate their feelings, and assure them that you're there to help. Use your problem-solving skills to provide solutions or escalate the issue if necessary, ensuring they leave the conversation feeling heard and supported.

To assess a claim effectively, I would first review all the submitted information thoroughly, ensuring I understand the context and details. Next, I would verify facts against our internal guidelines and legal criterions before reaching a decision. Clear communication throughout the process is key to maintaining customer trust.

Meeting targets requires a solid understanding of performance expectations and efficient time management. I would prioritize my daily tasks, use checklists to track progress, and continuously seek improvement opportunities. Collaborating with teammates for support and sharing strategies can also enhance our overall performance.

I am passionate about helping others, and I see this role as an opportunity to make a significant impact on air travelers' experiences. AirHelp's commitment to innovation and support aligns with my career aspirations, and I am eager to grow within such a diverse and talented team.

Ensuring compliance with procedures involves thorough training and continuous adherence to established guidelines. I would familiarize myself with all relevant processes, actively participate in training sessions, and remain updated on any procedural changes, while always seeking clarification when uncertain.

In a previous role, I had a customer who was struggling to understand the claims process. I took the initiative to provide a clear, step-by-step guide and followed up with them multiple times until their issue was resolved. This proactive approach not only relieved their stress but also reinforced their trust in our service.

AirHelp specializes in helping air travelers claim compensation for flight delays, cancellations, and overbookings. With the support of AI technology, AirHelp simplifies the claims process for customers, ensuring they receive the compensation they deserve without unnecessary hassle.

I believe in using organizational tools such as customer relationship management software and task tracking systems to manage multiple inquiries simultaneously. Prioritizing tasks based on urgency, deadlines, and customer needs ensures that I stay on top of my responsibilities while providing excellent service.

Continuous learning is vital in any profession, so I would actively seek out training opportunities offered by AirHelp, attend industry conferences, and participate in webinars. Engaging with mentors within the organization can also provide valuable insights and accelerate my development.

Handling stress in a fast-paced environment involves staying organized and maintaining a calm mindset. I practice mindfulness techniques and take regular breaks to recharge. It's important to remember the reasons why we're here—to help others—and that mindset helps me stay focused and motivated under pressure.