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Customer Service Operations Executive

Full-time – 40 hours per week

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The vacancy

The JAA Training Organisation (JAA TO) is looking for a Customer Service Operations Executive for its office in Schiphol-Rijk, The Netherlands. The Customer Service Operations Executive is responsible for supporting the Sales, Marketing and Training Operations department with various operational and administrative tasks required for the training planning and coordination process, ensuring optimal smooth delivery of training courses throughout the world. In addition, the Customer Service Operations Executive is responsible for providing exceptional, accurate service to all customers and trainers, while managing operational responsibilities.

Job description

The main responsibilities of this job are focused on the training coordination process, and the operational and administrative tasks around it, as follows:

  • 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 troubleshooting
    • Handling Visa invitation letters
  • Logistics; flights, hotel etc. organisation
    • Organising logistics hotels, flights, local transportation etc. for Instructors. (Inside/Outside Courses)
  • Examination moderating/supervising & Certificates
    • Leading Virtual and Classroom Examination supervising/moderating
    • Tracking shipments for materials, certificates if needed
    • Preparing, sending digital attendance and accomplishment certificates
    • Communicating with customers before sending the certificate if payment is not completed.
  • Internal Training Management Systems Administration/CRM
    • Updating/uploading new and existing customer information
    • Adjusting financial mood indicators for predictions; trainer fees, taxes, general costs etc.
  • Feedback Analysis
    • Working closely with Team Lead, 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 Lead on ICAO TPEMs, Online, Virtual, Hybrid course registrations/cancellations.
    • Yearly/Monthly/Weekly Course Schedule Support
    • Supporting Sales team and working closely with Team Lead on Yearly/Monthly/Weekly course scheduling (ICAO, virtual, hybrid, classroom)
  • Providing administrative-related support regarding Tenders when needed
  • Relationship management with instructors
    • Liaising with instructors for new dates 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
  • At least 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 the 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
  • Ability to work under pressure, to prioritise and meet deadlines
  • Able to work Monday-Friday from 9:00am - 05:30pm (subject to change)
  • Presentable and professional attitude. Punctual and reliable
  • Respectful and supportive of company policies

We Offer

  • A great job in a dynamic international environment within the aviation world
  • An international character with an open and transparent culture
  • Standard Dutch national holidays off work, as well as 6 additional days (i.e. 1 May, 5 May, Sinterklaas (5 December) Christmas Eve, New Year’s Eve and the employee’s birthday)
  • Good pension plan with one of the top organisations
  • 8% from annual salary in holiday allowance paid yearly in May
  • Full reimbursement of daily travel costs (home-work commute)
  • Subsided lunch at company's international restaurant
  • Weekly 1:1 meetings with Department Manager, and robust Employee Performance Review system with 3 yearly meetings with the department manager, including attention for personal development.
  • Yearly/Monthly Staff outings/team building activities, including Breakfast Meetings, “happy hour” drinks
  • Regular motivational HR initiatives throughout the year, i.e. yearly health checks, personal development courses and many others.

About JAA Training Organisation

The Joint Aviation Authorities Training Organisation (JAA TO) is an internationally-recognised aviation training centre delivering regulatory training courses in various modes, including virtual, in-classroom and eLearning. Thousands of aviation professionals take our short-duration courses on a yearly basis to stay up-to-date with the latest regulatory aviation developments and level up their set of knowledge, skills and attitudes through our high-level competency-based education. The grand state-of-the-art training centre is located in Schiphol-Rijk. With a professional team of 20 employees and over 60 freelance qualified instructors and subject matter experts, this non-profit foundation envisions to remain the best aviation learning and knowledge centre for a safer, more secure and sustainable aviation industry.

International character (16+ nationalities) with open transparent culture. Our core values are: Respectful, Committed, Result-Oriented, Service-Oriented, Honourable, Professional and Collaborative. We are looking forward to getting to know you.

If you see yourself working for our Operations Team, send your application today to myalcin@jaato.com

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