Want to make someone's day, every day?
Want to make someone's day, every day?
Are you keen to join a multicultural team? Lufthansa InTouch could be the perfect place for you to spread your wings. Join the exciting world of air travel - become part of our international team and help make someone's day, every day.
We make someone's day every day, by being best at being in touch!
We offer more than just a job. We provide a platform for your personal development and life satisfaction. We offer comprehensive training, international career development opportunities, and attractive benefits. Enjoy positive interactions and resolve challenging queries in a supportive atmosphere of continuious learning. Travel the world at discounted prices while making someone's day, every day!
Training & Development
Our people are our biggest asset, and we invest in their development. Our team members learn new things every day through ongoing training, to develop their skills and impress our customers. We also offer international career development opportunities - putting you in charge of your career development path.
Welcome on Board
Our global Service Centres handle flight reservations and ticket sales, information and bookings on Miles & More (Lufthansa's loyalty programme), Special Service Requests, Baggage Tracing, Travel Agency Support, Technical Support, Social Media, and Customer Feedback Management.
Prepare for Takeoff
We’ll teach you everything you need to know to provide great service to our customers. This includes information about our company and our processes, as well as valuable soft-skills.
Soft-skills workshops we offer include:
• Positive Attitude
• Cultural Diversity
• Communication Skills
• Leadership Tools
Choose Your Destination
Once you’re on board and able to service customers, we’ll help you to grow and develop your career at Lufthansa InTouch. Our Talents InTouch Development Programme offers an exciting variety of customised learning modules and workshops aimed at Coaches, Trainers, Quality Specialists and Team Leaders. Our web-based solutions makes it possible to learn across our international network, share our experiences and learn from each other.
A Typical Day as a Customer Service Consultant
View a Trainee Consultant
View a Customer Service Consultant
Arriving at Work
Hi, I'm Elina. The sun is rising over Brno and I just arrived at work. I'm excited about the day ahead and I'm looking forward to making my customers' day.
My day starts with a Team Meeting to discuss the team's targets, performance results, and other topics related to the services we offer.
In Touch with New Colleagues
After the meeting I share a presentation about Lufthansa Free Baggage Allowance. I prepared the presentation to support my new colleagues to become best at being in touch with our customers.
In Touch with my Team
After the presentation, I hold a Q&A session on this topic with the rest of the team. Sharing knowledge is the best way to learn collectively!
I am now discussing my personal targets with my Team Leader. We listen to my recorded calls, focus on my strengths and agree on areas for development.
It's Feedback Time!
My Team Leader gives me encouraging feedback on my overall performance. This truly makes my day!
After the feedback with my Team Leader, I take a short break to enjoy a delicious cup of coffee. It's always a pleasure to have some time for myself or to chat to my colleagues in a relaxed atmosphere.
Feeling refreshed, I'm happily attending to Lufthansa Group passengers' requests. I strive to be best at being in touch with each customer, providing outstanding customer service.
See You Tomorrow!
My work day is over. I've accomplished my goals by helping many people with their queries and learning new things. Now I'm looking forward to some well-earned time off!
Today is a Big Day!
Hi, I'm Kristijan. Today is the last day of my training to become a Customer Service Consultant. I'm very excited! I will now put the knowledge I acquired into practice, and finally speak directly to Lufthansa customers!
Final Product Test
Before I start handling customers' calls, I need to successfully complete a final product test. This will prove that I can offer great service and fulfil all kinds of passenger requests. I'm optimistic, since the training was very comprehensive and I enjoyed dedicating my efforts to it.
I finish the test and head to the kitchen to have coffee with Elina, who has been with Lufthansa InTouch for 2 years. I'm curious to know more about my new role and development opportunities, and Elina is happy to share her experiences with me.
I'm back in the training room to hear the good news: I successfully passed the final product test. This has truly made my day!
The First Customer Call is Waiting
I can't stop smiling – I'm so proud of my results. Now I can't wait to face the next challenge: The first customer call is waiting for me!
Receiving Personal Feedback
I just received constructive feedback from my Coach, who will support me for the next few weeks. We discuss points for improvement and agree on targets to be achieved during my first months at Lufthansa InTouch. The support and guidance I've received so far is remarkable!
The End of a Great Day
My work day has come to an end, and I feels great; my day was productive and full of new experiences. I'm now confident I can make a positive contribution to Lufthansa InTouch and provide outstanding service to our customers.
What if you could work from home, instead of going to an office every day?
In July 2015 we launched a Home-Based Agent concept that enables Customer Service Consultants to assist passengers from home. What started as a groundbreaking enterprise has now developed into a highly specialised team handling a variety of services to customers. It's just one more way to stay on top of our game.
’The Home-Based Agent chat room allows us to give our Consultants hands-on support, just as if they were sitting right next to us.’