ABOUT US

Flibco is a digital company, focusing on providing a state-of-the-art mobility service in Airport transportation. We're actively leveraging business intelligence methodologies to constantly improve customer satisfaction by dynamically enhancing our business processes, identifying new opportunities and service areas, as well as increasing our level of service.

Furthermore, we focus on state-of-the-art solutions for our transportation partners and suppliers. We arrange, develop, and equip our partners with continuously improved software that facilitates their daily business needs. Our common vision is to become the leading provider of smart, efficient, and high-quality airport transfers, connecting passengers with all the main airports in Europe.  For this reason, we are looking for a motivated team player who will contribute to making this vision come true.

If this sentence “IT ALWAYS SEEMS IMPOSSIBLE UNTIL IT IS DONE” is motivating you, then you should check out this opportunity:

WHAT IS OFFERED?

A Modern working environment

100% support of your initiative and enthusiasm

Team of like-minded people passionate about what they are doing and creating opportunity to make a difference

Plenty of challenges to solve and to demonstrate your expertise

Flexible working hours: it is not about the time spent at the office; it is about the results that you deliver

Office on the South of the Grand Duchy of Luxembourg with opportunities of business travel across Europe

International team spirit

About your role:

As part of our continued growth across Europe, we are looking for a Customer Care Officer who is ready to make a direct impact on customer satisfaction and service quality.

You are a proactive, solution-oriented professional who enjoys solving complex situations and ensuring customers receive clear, fair, and professional support. You thrive in a dynamic environment where collaboration with multiple teams is key and where operational excellence directly impacts the customer experience.

In this role, you will support and guide our external customer care team while handling more complex or escalated cases when required. You will play an important role in analyzing complaints, coordinating with internal teams and partners, and ensuring consistent decision-making regarding refunds and service quality.

Working closely with Operations, Partners, and Administrative teams, you will contribute to maintaining high service standards across our European network and help identify opportunities to continuously improve the customer experience.

Your Mission:

You provide guidance and advice to the external customer care team regarding customer inquiries and operational situations.

You take ownership of complex or escalated cases when required.

You ensure clear, professional, and solution-oriented communication with customers and internal stakeholders.

You gather relevant information from partners and/or the Operations Department regarding customer complaints.

You analyse each case and determine responsibility (faulty or no-faulty situations).

You decide whether a refund is applicable and determine the appropriate refund amount when necessary.

You inform customers about decisions in a clear and professional manner.

You complete refund documentation and forward it to the Accounting Department for processing.

In close cooperation with Customer Care, you monitor the quality of services delivered by partners.

You identify recurring issues and potential areas for improvement.

You contribute to corrective actions and service optimization initiatives.

You support the Administrative Department when required (invoices, reporting, documentation).

You ensure proper follow-up and accurate record keeping.

You work closely with the flibco.com Operations Officer, Network Planner, and Country Managers.

How you will work:

We trust our employees and value autonomy.

You will work in a collaborative and international environment where teamwork, transparency, and pragmatic problem-solving are key. You will be encouraged to take responsibility for your cases, suggest improvements, and contribute to improving processes that impact both customer satisfaction and operational efficiency.

Your role will require strong coordination with different internal teams and partners to ensure a consistent and high-quality customer experience.

What makes this role unique:

Customer experience is at the heart of Flibco’s service promise. This role offers the opportunity to work at the intersection of customer care, operations, and partner coordination.

You will have a direct impact on how customer issues are handled and resolved while contributing to improving service quality across our network. Through the analysis of complaints and operational feedback, you will help identify trends and support continuous improvement initiatives.

This position provides strong exposure to the operational reality of an international mobility company and offers the opportunity to grow within a fast-evolving and collaborative environment.

The expectation is clear: think proactively, act strategically, and always keep performance, profitability, and operational efficiency in mind.

Who you are:

You have around 2–4 years of experience in customer service, tourism, transport, mobility, or large-scale event environments.
You are solution-oriented and comfortable working in a fast-growing and dynamic environment. You combine strong organizational skills with excellent attention to detail and the ability to manage multiple priorities simultaneously.
You have strong interpersonal and communication skills and are comfortable interacting with both internal teams and external partners.
You are familiar with CRM systems and customer support tools.
You are fluent in French and English, and any additional language will be considered a strong advantage.

Location:

This position is based at our headquarters in Luxembourg. We embrace a hybrid work model, offering flexibility between remote work and on-site collaboration.

Ready to take on this challenge and have a good time doing it? Let’s make great things happen together!

See you soon,

Emmanuelle

Flibco.com is an equal opportunity employer. We celebrate diversity committed to creating an inclusive environment for all employees.

Customer Care Officer

Informationen