Uniform Services Agent

About Brussels Airlines

Brussels Airlines, part of the Lufthansa Group, is the national airline of Belgium with its home base at Brussels Airport.
Our mission is to be the most reliable airline, making everyone feel at home.
We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.

Purpose of the position

The customer service agent is responsible for engaging with end users / internal customers on behalf of Brussels Airlines Uniform department.

You manage every aspect of the daily employee communication and service desk, through physical or virtual presence. You handle, sort, resolve and report employee inquiries and requests related to returns, reimbursement , exchanges

You will be responsible to maintain the employee data base and profiles in IT systems/webshops. As such, the customer service agent is actively involved in the onboarding of new employee, uniform/workwear deployment process, offboarding of employees.

Additionally, the customer service agent provides counselling on policies, style guide and processes

The range of products managed by the Uniform department include all crew-related uniform components, technical workwear and ad-hoc supplies necessary for the execution of onboard service, ground services and technical maintenance of the aircraft. You manage orders and supply from Suppliers to Brussels Airlines, and from Brussels Airlines to employee in Belgium and in outstations.

Tasks

Sponsor and represent the Uniforms

• Be the go-to person for all questions regarding the style guide, uniform policy and processes
• Maintain accurate documentation on the dedicated Intranet page
• Present the department purpose and duties on dedicated workshop/welcome days
• Facilitate workshops and product presentation to end customers
• Offer in person assistance through weekly permanence in different SN location: Fitting room/ Service
• Center, Crew room, Ground Room, Maintenance and Engineering Hangar.

Inquiry and complaints management

• Troubleshooting inquiries and complaints addressed via email or in person by end users in relation to any uniform item or related process (exchange, returns, webshop access and profiles, policy application...): Handle customer questions and complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Raising support tickets to enable tracking and resolution of customer requests
• Investigating and resolving customer complaints then closing support tickets
• Escalating queries and concerns to Uniform Team, Line management, or Tier 1 / Tier 2 supplier, when necessary
• Process payments on sell in uniform items and organize returns

Customer Base Maintenance

• Create, maintain and cancel end user profile in IT system/ webshop
• Organize fitting sessions scheduling for new comers
• Manage the Bhouse fitting room booking system
• Organize and track leavers procedure (uniform/ workwear definitive return and corresponding registration in the system).

Your profile

Required diploma and relevant experience

• High School Diploma
• Previous experience in customer service or a related field is often preferred. (including sales, hospitality sector, call centers).
• Experience that highlights strong verbal and written communication abilities is crucial.
• Demonstrated experience in handling customer inquiries and resolving issues effectively.

Required technical skills

• Proficient in MS Office (Excel and Word, in particular)
• (shared)Mailbox management/ ticketing services/chat software programs/ CRM
• Online application and database maintenance

Behavioral skills

• Empathy, active listening and communication skills (written and oral), to ensure positive interactions with customers
• Analytical and problem-solving skills to diagnose problems and recommend effective solutions
• Multitasking and organizational skills to work on multiple issues at one time
• Time-management skills to respond to customer emails, calls and web chat messages promptly
• Teamwork skills to collaborate with representatives and coworkers in other departments

What we offer

• A flexible reward plan that allows you to optimize part of your salary
• Travel benefits
• Profit sharing
• Group insurance
• Company medical plan (optional)
• Meal & eco vouchers
• A spot in a very enthusiastic team & a great company to work for
• This is a position with a 2-year temporary contract