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Job Profile
XO is revolutionizing the private aviation industry by combining data intelligence with distinct, elevated service to allow you to reach anywhere in the world, anytime, just by reaching for a mobile device. Built on 20 years of innovation and skill, XO is the world’s premier aviation network.
Our Client Services team is the first point of contact within the business for our customers; dealing with all aspects of their travel experience as well as liaising with other departments to ensure excellent customer service.
Your Responsibilities
Providing an exemplary service and ensuring that each flight is tailor-made to the clients’ needs, your responsibilities will include:
- Serves as the client’s primary point of contact following trip confirmation, managing all communications related to trip logistics, service requests, and in-flight experience.
- Build strong, trusted relationships with clients and executive assistants through consistent, clear, and professional communication.
- Introduce new clients to the XO product, platform, service module, and support team, ensuring they are fully oriented and confident in their experience.
- Maintain accurate and up-to-date client profiles, including preferences, special requests, and service history to deliver highly personalized support.
- Monitor and manage active trips, coordinating closely with internal teams and third-party operators to ensure seamless execution.
- Escalate service issues or time-sensitive concerns to leadership as needed, maintaining ownership through resolution.
- Collaborate with Sales, Operations, and Billing to ensure alignment and continuity through the client journey.
- Represent the XO brand with professionalism, empathy, and attention to detail in every client interaction.
- Coordinate ancillary services such as catering, ground transportation, and special accommodations (e.g., wheelchair assistance, medical clearances, or pet handling) to ensure each trip meets client expectations.
- Work across multiple internal systems and workflows to manage trips with accuracy and agility in a fast-paced, detail-oriented environment.
- Maintain poise and professionalism during high-pressure situations or when supporting complex client needs.
- Perform other related duties and projects assigned to support department success.
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Required Skills, Qualifications, And Experience
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Your very own career expert that helps elevate your application to the next level.
You have experience in a customer service role and the enthusiasm and determination to provide exceptional service to all customers.
Your experience includes skillfully handling difficult and demanding situations, while ensuring that the customers’ experience is seamless.
You’re proactive, service-driven, a keen team player and possess excellent interpersonal skills.
You have ability to multi-task in a high-pressure environment.
Excellent English language skills, including advanced spelling and grammar that will enable you to communicate clearly with your customers.
You’re able to maintain accuracy, a strong attention to detail and deliver punctually even when working under pressure.
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