Passenger Care Center (100%, all genders)

Job content

Exciting opportunity to work in a very diverse, interesting and constantly changing 24/7 shift work environment. As part of SWISS flight operations you can make an impact for our customers by providing a superior service in case of operational flight irregularities.

Starting date: upon agreement

You may apply in English or German.

The PCC’s 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
  
  

Contact

Diana Munzinger

Human Resources

Swiss International Air Lines AG

Phone

+41 44 564 22 66

E-mail address for inquiries

recruiting.services@swiss.com

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.

• Customer service and/or operations experience (airline/tourism is an advantage)
• Knowledge of an airline reservation/check-in system is an advantage
• Above-average resilience with ability to focus, prioritize and maintain overview even under pressure
• Strong customer orientation, empathy and high social competence
• Clear customer first, can do and solution-oriented attitude
• Proactive, self-initiative personality with high level of motivation
• Respectful and polite manners with excellent telephone etiquette
• Strong team player
• Decision making competence
• Fluency in English and German (written and spoken)
• Willingness to work in a 24/7 shift environment
• Valid work permit for EU/Switzerland
  
  

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