Premium Services Representative – Full Time in Frankfurt am Main, Germany

Description

The Premium Services Representative (PSR) provides an exceptional level of personalized service for United’s premium customers including but not exclusive to Global Services members, United Club Customers, Polaris Customers and key high-value customers during day-of-travel. Duties align with the Core4 and help to drive a peace of mind for these customers’ travel experience. Representatives meet and exceed expectations of the position by personifying the core values of our brand (Safe, Caring, Dependable, Efficient). Roles and responsibilities may change or differ based on your location

Job overview and responsibilities

• Be present at the GS members arrival gate when unable to prevent misconnection

• Provide rebooking, arrival information and any future flight details (this also applies to failed connection attempts)

• Identify GS members whose flights are delayed. Re-protect or rebook GS members if not already done so. Monitor GS members’ baggage, ensure it’s on flight.

• Be present at departure flight and visible

• Meet and greet GS members and engage with all GS members (regardless of cabin)

• Assist with seat changes, special requests and preboarding

• Resolve service issues before flight departs (i.e. inflight service, meals)

• Provide in the moment care compensation when necessary

• Protect GS members and issue compensation when necessary

• Manning Global Services dedicated check-in lane. Perform efficient checks-ins and credential checks. Ensure baggage is properly handled. Service customers with upgrades, flight check-in seat assignments, and existing reservation modifications.

• Pre-plan following day’s flights and check seat assignments and monitor GS emails and dedicated phoneline continually throughout the day.

• Monitor downgauged aircraft and oversold flights and protect GS members; all irregular operations impacting GS members.

• Prioritize focus flights and noteworthy persons

Qualifications

Required

• High school diploma or equivalent

• Minimum 1 year customer service experience.

• Successfully pass PS assessment testing and interview.

• Proficient in the use of the MAP device, JET and Aero.

• Ability to interact professionally & courteously with all customers, including VIP, CEOs and top level executives..

• Demonstrated ability to make sound judgements and diffuse/resolve difficult situations.

• Must be legally authorized to work in Germany for any employer without sponsorship

• Must be fluent in English and German (written and spoken)

• Successful completion of interview required to meet job qualification

• Reliable, punctual attendance is an essential function of the position

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.