Meet the team – Dominique in Customer Support
We would like to introduce the people behind the scenes at Paxport.
First out in this serie of Meet the team, is long-term colleague Dominique who is heading up our Customer Support. She is the face (voice) to our customers and our customer’s customer.
Tell us a bit about yourself!
My name is Dominique and I am the Head of Customer Service & Support. My career at Paxport took off 6 years ago, where I was offered the position as a member of the support team. Paxport was growing with new customers who needed our help in supporting them and their passengers. As this required not only experience and qualifications from the airline industry but also language skills, I was the right candidate for the job. I´ve had the privilege of spending over 20 years in different areas of the airline industry not only flying as Cabin Chief, but also instructing both Cabin and Flight Crew in the mandatory subject Crew Resource Management as well as working with sales and booking.
I take great pride in my job and really enjoy the daily assignments and challenges. The thrill of having this line of work is that every day is different from the other. As I often say, working in this exciting industry is not a job but a life style.
What do you do on a regular day?
We strive to provide first class service to our customers and their customers. We do so by answering their queries, solving their problems and supporting them via e-mails and calls. My job is to be a good leader and colleague, to develop and improve our support as well as being attentive to find, pick up and present ideas and solutions generating increased revenue to our customers.
What are some of the challenges of the job?
Some of the challenges we face can be the situations where we are lacking sufficient information i.e. missing traffic programs or other vital information, resulting in passengers not being able to book their flight extras. Other challenges can be passengers who have been forwarded around so many times without anyone being able to provide them with the correct and proper information. This makes us become a living encyclopaedia where our service stretches far beyond our duty.
Being the right person for the job means to have a great portion of empathy, patience and engagement as well as having the capacity to do “tricks with your knees” and improvising.
What keeps you motivated to enjoy your job?
I enjoy working in the airline industry, reaching our goals, development and great colleagues.
Name three things you think our customers don´t know about Paxport.
There are so many loyal and dedicated people with great experience and knowledge at Paxport. Our average success rate in my department is 99,8% or higher. Lastly, I don’t think so many know that we are a multi-cultural company with a fantastic atmosphere where the team spirit is one of a kind.
As a former flying professional, what three things do you always bring when you fly?
I always bring an overnight kit, nose spray and a miniature bottle of Fernet Branca.
Thank you Dominique for talking with us!