Job Description

We are hiring!! Join our team!

 

‘Customer Experience & Onboard Product Officer’

 

At the heart of every great flight is an exceptional customer experience. We're looking for a Customer Experience & Onboard Product Officer who shares our passion for aviation and is committed to creating seamless, customer-first experiences.

As part of our team, you'll play a key role in shaping the customer journey—from onboarding to long-term engagement—ensuring every interaction reflects our commitment to excellence.

 If you wish to join us and you believe that you are a suitable candidate based on the requirements below, submit your application at the latest by Friday, 16 July 2026. 

 

Job Role:

The ‘Customer Experience & Onboard Product Officer’ is responsible for supporting the delivery of an outstanding passenger experience by managing customer feedback, coordinating complaint resolution, maintaining accurate customer experience data, supporting onboard product development initiatives, and overseeing inventory and in-house sales administration. The role collaborates with cross-functional teams to drive continuous service improvement and ensure high standards of customer satisfaction.

 

Key Responsibilities:

1. Customer Experience Support

· Manage passenger complaints, inquiries, compliments, and feedback in accordance with company procedures.

· Respond to passenger communications professionally and within established service levels.

· Coordinate with relevant departments to investigate and resolve customer issues.

· Follow up with passengers where needed to ensure satisfactory resolution of complaints and requests.

· Maintain accurate records of all customer interactions and resolutions

 

2. Data Collection & Documentation

· Collect and maintain data relating to customer feedback, complaints, onboard product performance, and service quality.

· Maintain accurate records, logs, databases, and supporting documentation.

· Prepare information and supporting material required for departmental reviews and reporting.

· Ensure all departmental records are complete, accurate, and up to date.

 

3. Product Research & Support

· Support the Head of Customer Experience & Onboard Product with research on product enhancements, competitor analysis, and market trends.

· Gather customer insights to inform product development initiatives.

· Assist in testing or documenting product features when required.

 

4. Cross-Functional Coordination

· Liaise between departments to facilitate timely resolution of customer issues.

· Collaborate with the Customer Experience & Onboard Product team to ensure data and reports are consistent and actionable.

· Escalate operational issues and customer concerns through the appropriate reporting line.

 

5. Administrative Support

· Maintain departmental filing systems and documentation.

· Assist in arranging meetings, preparing supporting documentation, and tracking action items.

· Support the department with administrative and operational tasks as required.

 

6. Inventory & In-House Sales Support

· Process in-house sales to staff in accordance with company procedures and maintain accurate records of all transactions.

· Maintain and monitor inventory levels of in-house sales items, ensuring stock records are accurate and up to date.

· Track stock movements and report low stock levels, discrepancies, or replenishment requirements to the Head of Customer Experience & Onboard Product.

· Assist with periodic stock counts and inventory reconciliations.

· Ensure inventory storage areas are organized and maintained in accordance with company standards

 

Qualifications & Experience:

· Diploma or degree in a relevant field or equivalent work experience.

· Previous experience in customer service, administration, aviation, hospitality, retail, or a similar role will be considered an advantage.

· Good knowledge of Microsoft Office applications, particularly Excel, Word, and Outlook.

· Strong communication skills in English and Greek, both written and verbal.

· Good organisational and administrative skills with attention to detail.

· Ability to manage multiple tasks and work effectively with different departments.

· Customer-focused with good problem-solving and interpersonal skills.

· Ability to work independently and as part of a team.

 

Benefits:

• Staff Travel Tickets: Eligible Employees are entitled to staff travel tickets in accordance with company policy.
• Medical Scheme: Employees are provided access to a medical coverage plan, ensuring healthcare support for themselves & their dependents
• Professional Development: Support for career growth through training programs, and learning opportunities aligned with their role & development goals.
• Other Benefits: Access to employee discounts program, promoting well-being & work-life balance

How to Apply

Through our website www.cyprusairways.com with reference number ‘CY15401- Customer Experience & Onboard Product Officer’. 

 

Only short-listed candidates will be invited for an interview.  

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About Company

Cyprus Airways

Cyprus Airways is based in Larnaca, Cyprus and operates from Larnaca International Airport. The company's mission is to build a strong and reliable airline, offering safe and enjoyable flights to and from Cyprus. The company’s long term goal is to contribute in the increase of tourism in Cyprus, while at the same time broadening the horizon for local travelers.