Customer Service Operations Representative

The Ideal Candidate

The Operations & Customer Service Team is looking for a professional and dedicated Customer Service Operations Representative to work at the HQ in Schiphol-Rijk, the Netherlands. The position is full-time (40h) and applicants must have EU/Schengen-area working permit (JAA TO is not providing visa sponsorship).

The Customer Service Operations Representative will be part of the Operations & Customer Service Team and reports to the Training Operations Manager.

As international operations & customer service expert, you enjoy handling an array of (ad-hoc) operational and administrative tasks in a dynamic environment. Together with your colleagues from Operations & Customer Service, you are focussed on a smooth training coordination process and ensure an utmost experience with our training organisation for a diverse group of (inter)national stakeholders.

You are hands-on, professional, and not easily fazed. Your command of the English language is excellent (close to/or native). Your motivation is to ensure utmost quality and service while thinking out of the box to handle challenging tasks.

The company’s core-values* are: respectful, professional, committed, service-and-result oriented, collaborative and honorable (integrity).

Job Responsibilities

Inbox assignments

• Managing and distributing incoming e-mails in the general Outlook inbox to relevant stakeholders
• Assigning sales related queries/leads/opportunities/ to relevant Account Executive

Customer Relations

• Dealing with administrative related enquiries, general customer issues/challenges/problems and trouble-shooting
• Handling Visa invitation letters

Logistics & hospitality

• Organising logistics for in-house/outside courses (hotels, flights, local transportation etc. for instructors)

Examinations & Certificates

• Assisting exam candidates to access our elearning portal
• Communicating with customers regarding certificates
• Preparing, sending digital attendance and accomplishment certificates
• Sending/tracking shipments for materials, certificates if needed

Internal Training Management Systems Administration/CRM

• Updating/uploading new and existing customer information, account and profile details
• Adjusting/entering financial information (instructor fees, taxes, logistics costs etc).
• Providing administrative-related support regarding Tenders when needed

Feedback Analysis

• Working closely with Training Operations Manager, Sales, Marketing, Finance, HR, Course Development Unit to support/analyse/report feedbacks from instructors and customers about new and existing courses

Customer Registrations/Cancellations Support

• Supporting Sales team and working closely with team members to process course registrations/cancellations (Online, Virtual, Hybrid).

Yearly/Monthly/Weekly Course Schedule Support

• Supporting Sales team and working closely with team members on Yearly/Monthly/Weekly course (re)scheduling (Online, Virtual, Hybrid).

Relationship management with instructors

• Liaising with instructors for availability and updated course delivery methods
• Managing day to day relationships with instructors and collaborating with other departments i.e. Accounting ref invoice issues, general trouble-shooting, course material updates with CDU, sales -related questions, etc

Your profile

• Minimum Bachelor’s Degree level educated, preferably in business administration or disciplines related to sales, marketing, aviation etc
• Minimum 5 years experience, preferable in an operations environment/customer service experience
• Exceptional proficiency in Microsoft Platforms, CRM Management System
• Highly analytical demonstrates ownership over challenges and the delivery of a customer-centric solution
• Excellent knowledge of English, both written and spoken
• Excellent verbal & written communication skills
• Enthusiastic, strong personal commitment and customer focus
• Flexible, supportive, dedicated and result-oriented
• Enjoys cross-collaboration and is a strong team player
• Diplomatic, along with a pleasant, professional and upright attitude
• Ability to multi-task, prioritise and meet deadlines
• Able to work Mon-Fri from 08:15am-05:00pm (flexible)

Apply now with your CV and motivation letter to recruitment@jaato.com

About JAA Training Organisation

The Joint Aviation Authorities Training Organisation (JAA TO) is a Dutch Foundation providing regulatory training courses in multiple fields of aviation to help improve aviation safety worldwide and promote the understanding of existing and new European and international aviation regulations. JAA TO is the associated body of the European Civil Aviation Conference (ECAC). It is a Regional Training Centre of Excellence (RTCE) of the United Nation’s International Civil Aviation Organization (ICAO) and a leading member of the Virtual Academy of the European Aviation Safety Agency (EASA). With more than 500 training courses scheduled per year at the headquarters in Schiphol-Rijk, the Netherlands, as well as at various partner-locations worldwide, JAA TO serves as a platform for the aviation community to learn and exchange views on the latest regulatory developments.

The organisation's core values are: Respectful, Professional, Committed, Collaborative, Result-Oriented, Service-Oriented and Honourable (INTEGRITY). Do you match these core values and look forward to working with like-minded professionals? Apply now with your CV to recruitment@jaato.com