Customer Service Executive (CSEKAD) Job

XEJet was conceptualized as an exclusive Premium Class airline, aiming to become the preferred choice for premium travelers. We are pioneering a unique level of service delivery in both private and commercial aviation. Our services are professional, prestigious, and exceed expectations. We have a team that is dedicated to customer satisfaction and driven by a passion to position the company as a market leader in the aviation industry. We provide our esteemed customers with the luxury and personalized service typically associated with private jets, within the comfort and safety of a commercial airline.

We are recruiting candidaters to fill the position below:

Job Position: Customer Service Executive (CSEKAD)

Job Location: Kaduna
Job Type: Full time

Job Summary

• The Customer Service Executive is responsible for providing exceptional customer support and ensuring a positive experience for passengers before, during, and after their journey.
• The role involves responding to customer inquiries, resolving complaints, handling service recovery, and maintaining effective communication with passengers while upholding the airline's service standards and brand reputation.

Key Responsibilities

• Respond promptly and professionally to customer inquiries, complaints, requests, and feedback received through phone calls, emails, social media platforms, and other communication channels.
• Assist customers with flight reservations, booking modifications, cancellations, travel information, and general service-related inquiries.
• Investigate and resolve customer complaints relating to flight delays, cancellations, baggage issues, refunds, ticketing, and other service concerns.
• Coordinate with Airport Services, Reservations, Operations, Finance, and other departments to ensure timely resolution of customer issues.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions in the Company's customer service system.
• Monitor customer feedback and identify recurring service issues, recommending improvements to enhance the passenger experience.
• Support service recovery initiatives by providing timely and appropriate solutions to affected passengers during operational disruptions.
• Ensure compliance with company policies, customer service procedures, and applicable aviation regulations when handling customer matters.
• Prepare periodic reports on customer complaints, service performance, response times, and customer satisfaction trends.
• Promote the airline's products, services, and loyalty initiatives while maintaining a professional and customer-focused approach.

Qualifications and Experience

• Bachelor's Degree or HND in Business Administration, Mass Communication, Marketing, Hospitality Management, Aviation Management, or a related field.
• 1–3 years of experience in customer service, customer relations, call center operations, hospitality, aviation, or a related industry.
• Experience in an airline or travel-related environment is an added advantage.

Required Competencies:

• Excellent verbal and written communication skills.
• Strong customer service and relationship management skills.
• Ability to handle difficult customers professionally and tactfully.
• Good problem-solving and conflict-resolution abilities.
• Strong interpersonal and teamwork skills.
• Attention to detail and accuracy.