Concierge

Company description
Moment is building the first real-time search and booking engine for private aircraft charter. The Moment search engine, powered by the largest network of on-demand aircraft, evaluates thousands of potential aircraft, crew, and airport options in less than a second to provide the best options for each individual inquiry. We're early stage, well-funded, and growing fast - join us!

Job description
As a Concierge at Moment, you are the face of the company. You will provide white-glove customer service to our customers to make every travel experience seamless. You will lead in the planning and execution of private aircraft flights including the booking and coordination of associated ancillary services. You will plan for and create contingencies for possible trip disruptions to minimize the impact on our customers when weather and unscheduled aircraft maintenance get in the way.

Your responsibilities will include:
  • Communicating promptly and professionally with Moment customers via in-product chat, email, and phone
  • Planning and preparation of seamless door-to-door travel experiences including ancillary services
  • Interpreting aviation weather forecasts to anticipate potential weather impacts on flights
  • Evaluating each itinerary against internal safety standards
  • Day-of-travel flight following and customer communication to ensure that each trip is as seamless as possible
  • Resolving customer issues and travel disruptions in a timely and empathetic manner to ensure customer loyalty
  • Identifying process improvements to drive continuous improvement of the Moment customer experience
  • After hours, weekend, and holiday work will be required

You resonate with the following skills, traits, and experience:
  • Strong customer empathy and customer service instincts
  • Smart, strategic, and self-driven, with a product-focused mindset
  • A history of success in a customer service role (2+ years), preferably with high net worth or business customers
  • A focus on the details - nothing is too small or insignificant
  • Self-motivation and an attitude that gets things done
  • Experience in the aviation or travel industry is a plus

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