CUSTOMER AFFAIRS OFFICER

Customer Affairs Officer - Provide a personalised and professional response using appropriatecommunication methods, to regain customer confidence and restore the reputation ofthe Emirates Group and ensure repeat business. Make recommendations to theCustomer Affairs Manager to improve service shortfalls to regain customerconfidence in order to ensure repeat business and sustain the growth of EmiratesGroup. JOB ACCOUNTABILITIES 1. Action all complaints relating to the EmiratesGroup by acknowledging, fully investigating and responding to the customerdirectly taking a personalised approach by using a variety of communicationmedia; thank passengers for positive feedback keeping the appropriate sectionsinformed 2. Recommend appropriate compensation and manage the file to a successfulresolution including written responses to customers 3. Ensure all communicationwith customers are within service level agreements i. E. communicate to thepassenger keeping them informed of progress through to resolution within agreeddepartmental deadlines. Send appropriate interim replies if full details are notavailable and the investigation is ongoing, so that the passenger is aware of thestatus of the complaint 4. Investigate with the concerned departments system wideto determine the cause of the complaint then consult with Legal, CorporateCommunications, Insurance and Sales departments on those cases requiring acarefully considered business approach. If necessary bring to the attention ofManager Customer Relations to discuss further 5. For cases escalated to tribunalsor courts, conduct necessary pre-work and attend hearings. Keep the CustomerAffairs Manager fully informed on the outcome of the case and liaise with GroupLegal or local lawyers as required to ensure all legal complainants areappropriately responded to. 6. Audit the outcome of the complaint andinvestigation process and update CRIS, the Customer Affairs electronic database,stating the level of compensation or goodwill gesture offered 7. Analyse data,monitor trends and identify service and product shortfalls deficits; providemonthly reports to Customers Affairs Manager 8. Make recommendations for service,procedural and policy improvement to the Customer Affairs Management and assistwith the change process as directed 9. Discuss complaints of a sensitive naturewith Customer Affairs Manager and obtainthe required feedback Baggage Claimswhere required by the station 10. Assist customers in locating mishandledbaggage by liaising with the concerned departments and keeping them updated incase of queries, to retain their goodwill. Extend a courtesy call to confirmwhether the mishandled bag has been restored ensuring that expenditure on claimsdamaged/lost/replacement/repaired baggage are minimised and within relevantguidelinesQualifications & ExperienceMINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS QUALIFICATIONS GRADUATE OR EQUIVALENT EXPERIENCE:2 YEARS EXPERIENCE IN AIRPORT OPERATIONS OR CUSTOMER CONTACT DEPARTMENT OF AN AIRLINE OR TOURISM INDUSTRY. ALTERNATIVELY, EXPERIENCE CAN BE IN THE SERVICE INDUSTRY, PREFERABLY TRAVEL RELATED SUCH AS A TRAVEL AGENCY. EXPERIENCE WITH Confidential, MACS AND TRAVEL AGENCY GDS E. G. AMADEUS, GALILEO ETC. IS AN ADVANTAGE KNOWLEDGE/SKILLS:- KNOWLEDGE OF THE WORLD TRACER SYSTEM, Confidential, MACS AND CRIS - EXCELLENT MS OFFICE SKILLS OTHER LANGUAGES BESIDES ENGLISH:1. FLUENCY IN THE LANGUAGE OF THE COUNTRY OF WORK 2. ONE OTHER LANGUAGE PREVALENT IN THE REGION OTHER INFORMATION:The job holder is responsible for adhering to the relevant health and safetyrequirements and safe working practices applicable to their employment. Previousexperience with the Brazilian legal system, and various government platformsPROCON, CONSUMIDOR. GOV, etcSalary & BenefitsJoin us in a management role and enjoy an attractive tax-free salary. On top ofour generous travel benefits, including discounted flights and HoteI stays aroundthe world, this managerial role also has an excellent leave and Confidentialpackage. Thats on top of transport benefits, life insurance and more. Find outwhat its like to live and work in our fast-paced, cosmopolitan home city in theDubai Lifestyle section of our website us in Dubaiand enjoy an attractive tax-free salary and travel benefits that are exclusive toour industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Heresection of our website. Further information on whats itlike to live and work in our cosmopolitan home city, can be found in the DubaiLifestyle section. Join our growing team and enjoy a competitive remunerationpackage, discounts on flights and HoteI stays. Find out more about working with usin our website