German Speaking Airline Customer Service Specialist - Athens (Remote in Greece)

As a German Speaking Airline Customer Service Specialist at the House of Mercier, your main responsibilities will include providing exceptional support to German-speaking clients through various communication channels such as phone, email, and live chat. You'll assist customers with airline-related inquiries, handle bookings, cancellations, and modifications, and resolve concerns effectively. Keeping accurate records of customer interactions and staying updated on airline policies are also crucial parts of your role.

To qualify for the German Speaking Airline Customer Service Specialist position at the House of Mercier, candidates must be fluent in both German and English, possess exceptional communication skills, and have prior experience in customer service, ideally within the airline or travel sector. Strong organizational skills, the ability to manage challenging situations, and experience with customer service tracking tools will also enhance your suitability for this role.

The House of Mercier offers attractive benefits to their German Speaking Airline Customer Service Specialists, including private health insurance, training and development opportunities, performance bonuses, and a competitive monthly salary. Additionally, you will enjoy two extra salaries throughout the year as well as flexible working hours to accommodate your lifestyle.

At the House of Mercier, support for our German Speaking Airline Customer Service Specialists is robust. You'll receive comprehensive training to understand airline policies and customer service tools, ensuring you are prepared to assist customers effectively. The collaborative team environment encourages you to share experiences and learn from your peers, enhancing your growth and success in the position.

Yes, the German Speaking Airline Customer Service Specialist position at the House of Mercier is fully remote, allowing you to work from the comfort of your home while making a meaningful impact in customer service. This setup provides you with flexibility in managing your work-life balance while being part of a vibrant and supportive team.

When addressing difficult customer situations, it's important to remain calm and empathetic. Begin by actively listening to the customer's concerns and acknowledging their feelings. Then, offer solutions, outlining clear steps you will take to resolve the issue. This shows the customer that their satisfaction is your priority, and you are dedicated to finding the best outcome.

To maintain fluency in both German and English for my role as a German Speaking Airline Customer Service Specialist, I would engage in regular reading, writing, and speaking practices in both languages. Additionally, I would participate in language exchange conversations and consume media in both languages to stay engaged and up-to-date with any linguistic changes.

I recall a situation where a customer was facing a last-minute travel issue due to a flight cancellation. After empathizing with their frustration, I proactively researched and found them suitable alternative flights, even upgrading their seating at no additional cost. Following up after the travel ensured satisfaction, and the customer praised my dedication, showcasing how going the extra mile can create a loyal client.

I have experience with several customer service tools such as Zendesk and Salesforce, which allow for efficient tracking and management of customer inquiries. I also know how to use live chat applications effectively to provide immediate support and improve response times, contributing to a more organized and responsive service environment.

I believe in continuous learning, so I regularly follow reputable travel news websites, subscribe to airline newsletters, and participate in relevant webinars. This ensures I stay informed about the latest airline policies and travel regulations, which allows me to provide accurate and timely assistance to customers.

One of the most challenging aspects can be dealing with highly stressed customers, especially in the airline industry where emotions run high. However, I view these challenges as opportunities to demonstrate exceptional service. By staying calm, empathetic, and solution-focused, I aim to alleviate their concerns and turn a negative experience into a positive one.

During peak hours, I would prioritize inquiries based on urgency and specific customer needs. For instance, handling flight changes or cancellations that affect imminent travel first, while also setting aside time for less urgent inquiries. Using a methodical approach to organize and manage inquiries helps ensure that no customer's needs are overlooked.

I am drawn to the House of Mercier’s commitment to excellence in customer service and the opportunity to work in a dynamic environment that values teamwork. The role aligns perfectly with my passion for helping others and utilizing my language skills. I believe that my previous experience and enthusiasm make me a great fit for this position.

Receiving feedback is crucial for growth, especially in a remote environment where communication can be different. I approach feedback as a learning opportunity and ensure that I implement the suggestions provided. I appreciate regular check-ins with supervisors as they help clarify expectations and promote continuous improvement.

To ensure accurate documentation, I utilize checklists and templates that help capture essential information during customer interactions. As soon as a conversation ends, I make it a habit to document everything in our customer service system while the details are still fresh in my mind. This helps maintain high-quality records that aid in future inquiries.