Client Services Executive

Overview

XO is revolutionizing the private aviation industry by combining data intelligence with distinct, elevated service to allow you to reach anywhere in the world, anytime, just by reaching for a mobile device. Built on 20 years of innovation and skill, XO is the world’s premier aviation network.

Our Client Services team is the first point of contact within the business for our customers; dealing with all aspects of their travel experience as well as liaising with other departments to ensure excellent customer service.

Responsibilities

Providing an exemplary service and ensuring that each flight is tailor-made to the clients’ needs, your responsibilities will include:

• Trip Management: Arrange all flight-related services, managing active tickets containing client requests/changes, keeping itinerary up to date for client and in all systems.

• Proactive Client Communication: Ensure that the client is communicated with regarding all restrictions, always recommending the best options to them and striving to meet their every travel need. On the day of the flight, keeping client up to date on any unexpected or uncontrollable issues that may arise.

• Profile Management: Onboarding new clients to introduce them to the product and the company, speaking to clients and building relationships, maintaining clear, concise, and professional communication with our clients at all times.

• Interdepartmental Communication: Partner with sales team, operations team, billing team, and crew to support them as needed, ensuring a seamless experience for clientele.

• Data Management and Technical Savviness: Be able to keep systems up to date, navigate between different programs with ease, be resourceful in finding answers using the guides given at the time of training.

Required Skills and Experience

• You have experience in a customer service role and the enthusiasm and determination to provide exceptional service to all customers.
• Your experience includes skillfully handling difficult and demanding situations, while ensuring that the customers’ experience is seamless.
• You’re proactive, service-driven, a keen team player and possess excellent interpersonal skills.
• You have ability to multi-task in a high-pressure environment.
• Excellent English language skills, including advanced spelling and grammar that will enable you to communicate clearly with your customers.
• You’re able to maintain accuracy, a strong attention to detail and deliver punctually even when working under pressure.