Customer Care Representative

This company is an international Customer Care organization for travel related services, operating as a full subsidiary of KLM/Air France. It is a young and dynamic organization that exudes the spirit of travelling and flying. The company employs around 700 employees from all over the world and is located in Amsterdam and Enschede. They serve travel agents, direct and Internet customers from European countries for several reputable Airline companies.

General description:
The Customer Care department handles reactions such as complaints, claims but also compliments of KLM's passengers regarding its complete product (check-in procedure, boarding procedure, the actual flight, the catering, baggage handling etc.). The handling of these reactions is done in such a way that formal obligations from KLM to its passengers are met and that the good relation between KLM and passenger is retained or will be recovered.

The working languages of the department are English, Dutch, Spanish, French, German, Italian, Portuguese and the Nordic languages.

Job description:
The Customer Care Representative handles the reactions of passengers within agreed procedures and timelines. He/she investigates the reaction, decides whether further research on the facts is necessary and decides, within a given framework, on KLM's reaction and possible compensation towards the passenger.

In addition, he/she reports trends in passenger reactions and advises on possible improvements. Finally, when product disruption is known in advance, he/she contacts the passenger to inform him/her about the disruption and the offered solution.

Responsibilities:
. You know where to find all relevant facts and information and, based on consideration of all these facts, make sound decisions.
. By projecting yourself into other people's feelings, you are able to influence attitudes and opinions of others and gain agreement on proposals.
. You communicate (both verbal and written) in a clear and tactful way, retaining or resolving the good relation with KLM's passengers.
. You enjoy providing excellent services to both passengers and KLM and are willing and able to adjust to changing demands and circumstances.

Requirements:
.Preparatory university (VWO) or intermediate vocational education (MBO) think & work level.
. Experience in working in a customer care environment of a commercial or service oriented company.
. Excellent knowledge of English and another European language (native speaker) both written and spoken.
. Working knowledge of Word and affinity with computer systems in general.
A security check is part of the recruitment procedure.