Tasks
The PCCs main tasks are central passenger steering in the event of flight irregularities on SWISS and Edelweiss flights worldwide, individual and proactive telephone support for our top customers in the event of flight irregularities, and support for worldwide employees in direct customer contact.
- Represent customer needs within Operations Control
- Centralised proactive steering of all flight irregularities incl. re-accommodation
- Communication of flight disruptions within and towards passengers
- Monitor journeys of top customers incl. proactive, direct and personal disruption support
- Support cabin crew before, after and during flights to ensure a superior customer service
- Initiate measures to restore customer confidence in the event of issues during the journey
- Manage critically overbooked flights
- Support development and implementation of customer service improvement and recovery procedures
- Assist customer interfaces with passenger and procedure related issues
- Authorise special requests
- Support departments with procedures that need a 24/7 coverage
Benefits
Attractive company pension scheme, Subsidized parking or public transport, 13th monthly salary, Company health management, 25 days of annual vacation, Flight benefits, Discounts, Diversity programmes, Paid maternity and paternity leave
Requirements
We value working experience and a good-natured personality with above average work ethic. The current situation in the industry demands flexibility, as duties are constantly adapted to actual needs. You understand that “Customers and Operations come first” and have a strong hands-on mentality.
- Airline experience with focus on customer service and/or operations
- In-depth knowledge of an airline reservation and check-in system (Amadeus platform is an advantage)
- Above-average resilience with ability to focus, prioritize and maintain overview under pressure
- Strong customer orientation, empathy, high social competence
- Clear "customer first” and “can do” attitude
- Strong sense of self-initiative, motivation, proactive approach
- Respectful and polite manners with excellent telephone etiquette
- Strong team player
- Enjoy working in a constantly changing, international environment with high decision-making competence
- Fluency in English and German (written and spoken)
- Willingness to work in a 24/7 shift operation
For any further questions, please contact our Recruiting Services Center at +41 44 564 22 66
Company
About Swiss International Air Lines AG
It’s the little differences that make working at SWISS so appealing. The fact, for example, that we treat every detail with care, see quality in terms of hospitality and view nationality through an international lens. In a similar way, we see variety as richness, a job as an experience and SWISS as a world of inspiration. You, too, will be stimulated in our special working environment – one in which, wherever you are, you’ll always feel: Truly SWISS .... where people matter.
www.swiss.com
