Job Description
The job purpose is to handle and resolve customer complaints, provide a personalised and professional response, and make recommendations to the Customer Affairs Manager to improve service shortfalls to regain customer confidence and sustain the growth of Emirates Group.
Duties and Responsibilities
Your main responsibilities in this role include the following:
the employee must act on all complaints relating to the Emirates Group by acknowledging, fully investigating and responding to the customer directly, thank passengers for positive feedback, recommend appropriate compensation and manage the file to a successful resolution, ensure all communication with customers is within service level agreements, investigate with the concerned departments system wide to determine the cause of the complaint, conduct necessary pre-work and attend hearings, audit the outcome of the complaint and investigation process and update CRIS, the Customer Affairs electronic database, stating the level of compensation or goodwill gesture offered, analyse data, monitor trends and identify service and product shortfalls deficits, provide monthly reports to Customers Affairs Manager, make recommendations for service, procedural and policy improvement to the Customer Affairs Management and assist with the change process as directed, discuss complaints of a sensitive nature with Customer Affairs Manager and obtain the required feedback, assist customers in locating mishandled baggage by liaising with the concerned departments and keeping them updated in case of queries, and extend a courtesy call to confirm whether the mishandled bag has been restored.
Job Requirements
Experience in airport operations or customer contact is an advantage, as well as knowledge of the World Tracer System, MARS, MACS and CRIS. MS office skills and fluency in French are also important.
Commercial/Sales.Other : 1+ Year
Vocational or Diploma (12+2 or equivalent)
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