JOB OPPORTUNITY: For the position of Senior Guest Services Officer at Royal Jet in Abu Dhabi, UAE

Role Purpose:

The Senior Guest Services Officer is responsible for managing VIP customer inquiries through the call center (via phone and email) regarding pricing, aircraft availability, and other RoyalJet services. This role requires providing exceptional customer service and handling all queries professionally. The position involves shift work in a 24/7 call center.

Operational Activities:

Quickly and accurately calculate costs and provide quotations based on flight inquiries.
Understand customers' flight needs for accurate costing and planning.
Finalize flight itineraries, costs, and close sales.
Coordinate with relevant departments to arrange all flight requirements, including catering, ground transportation, flight permits, and approvals.
Collaborate with Flight Operations and Crew Scheduling to plan flights and ensure adherence to RoyalJet service standards.
Update customer information in the CRM database as needed.
Address service complaints and billing issues, responding within 24 hours.
Resolve client issues creatively through phone calls and letters, offering satisfactory solutions.
Conduct weekly follow-up calls as directed by the account manager and maintain required logs.
Support commercial divisions such as Brokerage, Medevac, and Aircraft Management.
Be flexible with shift patterns based on company needs.

Knowledge and Experience:

Minimum of a diploma; a bachelor’s degree is preferred.
2-3 years of prior sales or brokerage experience, or demonstrated ability to perform required duties.
Proficiency in English.
Professional training in MS Word, Excel, Outlook, Customer Service, and Sales techniques.
Strong industry network.
Willingness to travel when needed.
Training in Negotiation Skills.
Excellent planning, organizing, and integration skills.
High attention to detail and commitment to organizational goals.
Strong motivation to develop capabilities.