Overview
UK Remote
About Aspire Airport Lounges
Part of Swissport, the world’s largest aviation services provider, Aspire Airport Lounges is a globally recognised airport lounge provider, with 69 lounges at 40 airports in 19 countries. Last year we welcomed more than 5.2 million guests, be they travelling for business or pleasure.We launched our direct sales e-commerce website in 2001 and are now embarking on a journey to revolutionise our digital platforms and marketing. Reporting into the Head of Digital and eCommerce, we are looking for an experienced, passionate, and tenacious CRM Manager to join us on our journey.
The culture of Swissport is shaped by our corporate values, which guide our actions and decision-making processes. These values are at the core of our culture, shaping our business and underpinning our commitment to measuring our impact. They capture the essence of who we are at Swissport and help us deliver value across the entire company.
"Show You Care" underlines that our actions are perceived and valued from the perspective of the people around us. So, whatever we do, we do it purposefully and consciously, taking in the perspective of our colleagues, customers, and passengers.
“Doing the right things” means that we do the things that are valuable to our colleagues, customers, and passengers. We are trained to do this safely and trusted to do the right thing in any given situation.
"Win as a Team" highlights the importance of teamwork. Either we win as a team, or we fall as individuals. Together, we can surpass ourselves and handle any situation.
These values capture the essence of who we are and our unwavering commitment to excellence, and give actionable guidance for individual behaviour of employees, leaders, and executives, serving as a compass for how to act and deliver.
Job Summary
We are looking for a highly motivated and personable Customer Relations Agent to join our Global Lounges team. This team looks after 80+ Aspire Executive Lounges, Swissport’s airport lounge business, and it will be your role to deliver exceptional customer service to our lounge customers as well as B2B customers, via each of the channels that we currently employ.
Reporting to the Global Head of B2B Marketing & Bids, you will be hard working and friendly, going out of your way in order to bring customer issues and queries to an amicable conclusion.
Job Responsibilities:
The following responsibilities are associated with this job role:
1. Deliver exceptional inbound customer service via the different channels we employ such as telephone, email, web portal, online chat and social media.
2. Regularly liaise with our B2B partners and their respective customer service teams in order to deliver outstanding support to their customers when called upon.
3. Own the customer journey, ensuring that the customer is kept informed every step of the way. Bring the interaction to an amicable, positive conclusion in a swift yet thorough manner.
4. Embrace our mantra of ‘Be Remembered’; delivering empathetic, personable, customer focussed interactions - leaving customers with a lasting, positive impression of our products and services
5. Ensure that the company’s other products and services are promoted where possible, ensuring that long term relationships are built with both B2C and B2B customers alike
6. Work within the defined current customer service parameters to calmly, professionally and eloquently handle difficult situations should they occur
7. Process the dispatch of certain purchasable products in a timely manner
8. Assist the Global Lounges senior team and colleagues when required
Qualifications and Competencies:
9. To be self-motivated with demonstrable experience in a similar role
10. Able to manage workload and deadlines effectively
11. Strong communication skills essential
12. Work effectively within a team
13. Good working knowledge of Microsoft Office products as well as proficiency with online tools (training will be given)
14. Good numeracy and literacy skills
15. Experience of Salesforce Service Cloud is desirable
The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.