At a Glance
- Tasks: Support customers from booking to arrival, ensuring a seamless travel experience.
- Company: Join K9 JETS, the innovative private jet operator for pet lovers.
- Benefits: Enjoy a competitive salary, private medical care, and 25 days annual leave.
- Other info: Dynamic work environment with opportunities for career growth.
- Why this job: Be part of a fast-growing team that values exceptional customer service.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
Location: Office based. Solihull Blythe Valley
Salary: £25,000 - £30,000 per annum (depending on experience)
Hours of Work: Monday-Friday. 11:00am–7:00pm
25 days paid annual leave, plus Bank Holidays
Additional paid leave on Birthday
Private medical care (on completion of satisfactory probation)
About K9 JETS
Launched in 2023, K9 JETS is the original, British-based, pay-per-seat, private jet public charter operator. We’re dedicated to delivering an exceptional experience for owners to travel with their pets by their side between major global destinations. As a fast-growing aviation business, we are trailblazers who continuously seek to improve our service and expand our network to meet the needs of our extensive community.
Role
The role of Customer Experience Coordinator is integral to the success of the operation and focuses on supporting our customers throughout their journey from the moment they make a reservation until they arrive at their end destination. The role is heavily customer service based and includes a variety of data entry tasks, general administration and communicating with customers by phone and email. Working collaboratively in a small team, alongside other operational departments.
Key Skills and Experience
- Previous experience of customer service, particularly in administrative roles
- Aviation experience is desirable but not essential
- Proficient in core IT systems, including but not limited to, Microsoft Office Suite, MS Teams, Google spreadsheets, CRM software
- Attention to detail – essential (must be able to demonstrate this)
- Excellent communication skills, both written and verbal – English language skills are essential
- Confident and professional
- Organised and self-motivated
- Remain calm under pressure and able to multitask during peak operations
Key Responsibilities
Customer Support
- Deliver consistently high levels of service at all times
- Respond to customer enquiries via email and phone within standard response times and inline with the values of our brand book, ensuring replies are clear, concise, reassuring and caring
- Provide accurate information on destinations, pet documentation, ground transport options, hotel recommendations and coordinate requests where applicable
- Provide pre-flight briefings to customers who missed the original session or who require additional support
- Recognise repeat customers and manage relationships to ensure loyalty is valued
- Ensure email inboxes are managed and organised
Booking & Customer Journey
- Input new bookings accurately and update relevant trackers – attention to detail is essential to ensure passenger, pet and financial information is correct
- Process passport data in preparation for security checks and ensure trackers are updated
- Liaise with customers in a timely manner with queries relating to booking data and/or passport information
- Raise booking conflicts with the Operations Manager as quickly as possible
- Maintain reservation records, ensuring relevant information is continually added or updated
- Create and issue ATOL certificates
- Process pet documentation and update relevant trackers. Liaise with customers if documentation is missing or if queries are raised by the relevant authority
- Update merchandise trackers to ensure passenger gifts are coordinated
- Issue invitations for pre-flight briefings via CRM
- Assist with post-flight follow-up
Operational Support
- Assist the Operations Manager and Operations Team as directed with pre-flight preparation
- Prepare accurate Team Briefs for Airport Representatives
Salary, Working Hours & Benefits
£25,000-£30,000 annual salary (depending on experience)
Monday-Friday. 11:00am–7:00pm (any time worked outside of these hours will be paid as overtime)
Private medical care (on completion of satisfactory probation)
25 days paid annual leave, plus Bank Holidays
Customer Experience Coordinator employer: K9 JETS
K9 JETS is an exceptional employer located in Solihull, offering a vibrant work culture that prioritises employee well-being and growth. With competitive salaries, generous annual leave, and private medical care after probation, we foster a supportive environment where our Customer Experience Coordinators can thrive while delivering outstanding service to our customers and their pets. Join us in our mission to revolutionise pet travel and be part of a dynamic team that values innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at K9 JETS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like K9 JETS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to K9 JETS:Your cover letter is your chance to shine! Tell us why you want to work at K9 JETS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at K9 JETS!
How to prepare for a job interview at K9 JETS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
