German Speaking Customer Care Office

The Customer Care Officer’s main responsibility is to respond in a positive and commercial manner to AFKLDL post-travel customer correspondence related to aspects of our products or services.
CROs are also expected to give relevant feedback and suggestions from customer’s experiences with the aim of improving quality of service. The prime objective is to ensure customer satisfaction and encourage re-purchase.


  • All written correspondences (mail and email) as well as incoming phone calls;
  • Compliance to service levels => Elite customers: 3 days (email) and 7 days (mail). Non-elite customers: 5 days (email) and 14 days (mail);
  • Contribution to the ESSC Business Plan by actively working on the Customer Care actions related to customer satisfaction;


  • AF/KL/DL customer passage and mixed claims:
  • Analyse all claims and investigate thoroughly using the relevant tools;
  • Apply AF/KL/DL After-Sale & Customer Care policy with a customer-minded approach while considering the financial interests of the three companies;
  • Contribute to customer loyalty by adhering to the department’s guidelines on customer satisfaction;
  • Contact customers by phone in order to try and settle claims/resolve issues in a more personalised manner (outgoing calls);
  • Give relevant compensations and goodwill gestures according to legal guidelines and Company’s guidelines;
  • Communicate information about products and services to customers;
  • Answer customers’ queries over the telephone (incoming calls) and, when appropriate, resolve claims straight away;
  • For Elite and sensitive claims, liaise with the local Customer Care relay before settling and suggest a goodwill gesture if appropriate;
  • Report all relevant customers’ experiences and comments to the European Customer Care Team Leader/Supervisor;

Required knowledge

PC: Word/Excel/Lotus Notes;

Experience in using the AF/KL/DL tools is an advantage: Fidelio, Amadeus, Intranet, ePax, World Tracer etc.;

AF/KL/DL products & services;

Legal regulations (EC 261/2004 & Montreal Convention and local legislations) an advantage;

Excellent written and verbal communication in English. Excellent command of at least another of the following languages required: German, Spanish, Italian, French, and Portuguese

Required Competencies

  • Adaptability
  • Communication
  • Team work
  • Analytical Skills
  • Quality Focus
  • Customer Focus

Required skills

  • Customer Care
  • Customer Satisfaction
  • German
  • Service Levels

Application question

Do you speak fluent German?

Reference: 32835420

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