Merchant Operations Specialist in a global leader of employee engagement benefits. Supporting merchant operations and content management for various platforms and collaborating with internal and external stakeholders.
About the role
- Junior Operations Specialist at AirHelp supporting customers during their claim journey via email, chat, and social media, helping travelers get compensation for flight issues.
Responsibilities
- Be the friendly and helpful voice of AirHelp - supporting customers throughout their claim journey via email, chat, and social media.
- Use the training we provide to confidently assess claims, answer questions, and apply legal knowledge to help customers.
- Collaborate with other departments to ensure a seamless customer experience.
- Confidently hit targets while pushing yourself to keep quality and efficiency high.
- In your 1st month you are working without targets - time to deep dive into the role and responsibilities.
- On your 2nd & 3rd months - 75% performance target.
- Starting from the 4th month - you will have the following targets: customer satisfaction (83%), quality (95%) and performance (100%).
Requirements
- Fluency in German and English.
- Eagerness to learn about the airline industry and customer service - experience in similar field is welcome, but not required.
- Genuine willingness to help people and go the extra mile for them.
- Strong adherence to procedures with a keen eye for detail.
- The ability to thrive in a fast-paced environment, while staying organized and prioritizing tasks efficiently.
- The availability to work in a shift system (Monday - Sunday)
- Morning shift 6:00 - 14:00 or 8:00 - 16:00, depending on the schedule
- Evening shift 16:00 - 24:00
Benefits
- Private life and health Insurance.
- Flexible benefits: gym membership, personal education, childcare, public transportation, or leisure travel subsidy.
- Annual travel allowance.
- Work from anywhere for up to 2 weeks/year.
- Language classes.
- Personalized progression plan.
- Internal training programs and knowledge-sharing events.
- Unlimited, free use of AirHelp’s services.
- Pre-paid virtual card.
- Office commute subsidy.
- Access to mindfulness and well-being platform (Mindgram).
- Team days and Parties.
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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