Customer Experience Specialist

vor 2 Monaten

Frankfurt am Main, Deutschland Air Canada Vollzeit

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

**Duties and Responsibilities**:

- Welcome eligible customers into the Maple Leaf Lounge
- Validate lounge eligibility
- Scan customers into AIMS system for proper tracking
- Provide brief overview of the facility for first-time visitors (e.g. location of washrooms, availability of digital newspapers/magazines, etc.)
- Deny access to customers who are not eligible with care & class
- Replicate same for eligible non-Air Canada customers, who are provided access either as a result of
- travelling on a Star Alliance flight
- travelling on a flight operated by an airline with whom Air Canada has entered into an agreement with for lounge access
- holding a membership in a 3rd party lounge access program with whom Air Canada may enter into an agreement with to provide lounge access (e.g. Priority Pass)
- Provide travel-related assistance to premium customers as needed
- Check-in of connecting customers
- Reprinting of boarding passes
- Rebooking and provision of amenities during irregular operations
- Monitoring and processing of upgrade requests, including EUPG
- General flight information
- Manage shower access as needed (e.g. page customers waiting for showers)
- Provide general assistance to customers inside the lounge
- Close co-operation and communication with Concierge agents regarding AC premium customer needs and issues

**Qualifications**
- Strong customer focus gained through previous customer service experience
- Good knowledge of ALTEA system
- Excellent interpersonal and communication skills combined with a strong commitment to teamwork
- Strong ability to solve problems and find solutions, in line with the corporate guidelines and policies
- Available for shift work - early mornings, evenings, weekends and statutory holidays depending on opening hours of the lounge
- Excellent professional appearance and grooming standards
- Ability to work in a multicultural environment and demonstrate diplomacy & courtesy
- Strong written and oral communication skills**Conditions of Employment**:
**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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