Airline Support Specialist- Bilingual French/English (Evening Shift)
Accommodations Plus International
- Paris
- CDI
- Temps-plein
The Airline Support Specialist provides a total customer service experience, including and not limited to the following:
- Provides support, guidance and training working with the airline partner.
- Processes client requests received from the airline through the API Operations system. Assesses customer needs and responds in a prompt, well-informed, accurate and professional manner.
- Follows-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
- Alerts supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
- Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
- Resolves client disagreements in a calm and professional manner. Researches and presents solutions to satisfy client needs based on facts.
- Effectively utilizes all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs and requests.
- Adapts to the situation at hand e.g. Irregular Operations (IROPS) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules.
- Maintains knowledge of API’s call center work methodology and reservation systems that will best serve API’s clients in the most efficient and professional manner.
- Must achieve passing score in initial API Operations Agent Training and maintain through annual recurring training classes. Passing scores are required to certify training completion.
- Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
- Fluent in French and English required. Will be tested in interview process.
- Knowledge of airline crew scheduling experience a plus.
- Excellent Interpersonal communication skills.
- Client focused communication skills required.
- Excellent writing skills.
- Excellent computer skills.
- Ability to work effectively in a fast paced, dynamic work environment.
- Strong prioritization skills.
- Detail oriented with great organizational skills.
- Must demonstrate flexibility to work varying work schedule including weekends and holidays.
- Fluency in English and French a strong plus.
This is a full-time shift, scheduled for 4pm-Midnight Paris time. Flexible schedule availability, including weekends and holidays is required.Required Experience
- Ability to positively present API in customer facing situations.
- Customer service background is a plus.
- Airline/Hotel/Travel experience is a plus.