job description
Join Lufthansa Service Philippines as a Customer Service Consultant and become the voice of excellence for one of the worldâs leading airlines. Based in the vibrant regions of Bali, youâll deliver world-class customer support to Lufthansa passengers, ensuring every interaction reflects warmth, professionalism, and a commitment to exceptional service.
In this dynamic role, youâll handle inquiries via voice, email, and chat, resolving concerns, providing travel assistance, and creating memorable experiences for travelers. Whether itâs rebooking flights, answering policy questions, or offering personalized recommendations, your expertise will make every journey feel cared for and connected.
Weâre looking for passionate individuals who thrive in a fast-paced, multicultural environment and take pride in delivering premium service. If youâre a natural problem-solver with a flair for communication, this is your chance to grow with a global brand while enjoying the unique lifestyle of Bali.
Responsibility
- Provide exceptional customer service via phone, email, and live chat to Lufthansa passengers, ensuring a seamless and positive experience.
- Assist with flight bookings, modifications, and cancellations, adhering to airline policies and procedures.
- Resolve customer complaints and escalations with empathy and efficiency, turning challenges into opportunities for satisfaction.
- Deliver accurate information on baggage policies, visa requirements, and travel advisories to ensure smooth journeys.
- Collaborate with cross-functional teams to improve service quality and implement customer feedback.
- Maintain detailed records of customer interactions in CRM systems for follow-up and analysis.
- Stay updated on Lufthansaâs products, services, and promotions to provide informed recommendations.
- Uphold brand standards in every interaction, reflecting Lufthansaâs commitment to excellence.
Qualifications
- Minimum 1-2 years of experience in customer service, preferably in the aviation, hospitality, or call center industry.
- Fluent English proficiency (written and verbal) with clear, professional communication skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Familiarity with CRM systems, booking tools, or airline reservations is a plus.
- Ability to work flexible shifts, including evenings, weekends, and holidays, to support global operations.
- High emotional intelligence to handle stressful situations with patience and diplomacy.
- Tech-savvy with proficiency in Microsoft Office, email platforms, and chat software.
- Passion for the travel industry and a desire to contribute to a premium airlineâs success.