Job Details of Customer Affairs Officer

Job Purpose: Job Purpose:
Effectively handle customer complaints/claims in respective areas providing a personalised approach using a variety of communication methods, fully investigate the issues and service failure and respond in an empathetic and professional manner, to regain customer confidence, restore the reputation of the Emirates SkyCargo and ensure repeat business. Make recommendations to the Customer Affairs Manager to improve service shortfalls to regain customer confidence in order to ensure repeat business and sustain the growth of Emirates SkyCargo.

Job Outline:

• Action all complaints/claims relating to the Emirates SkyCargo by acknowledging, fully investigating and responding to the customer directly (taking a personalised approach by using a variety of communication media), thank passengers /agents for positive feedback keeping the appropriate sections informed.
• Recommend appropriate compensation and manage the file / case to a successful resolution (including written responses to customers) / within cargo liability limits.
• Ensure all communication with customers are within service level agreements i.e. communicate to the passenger/agent keeping them informed of progress through to resolution within agreed departmental deadlines. Send appropriate interim replies if full details are not available and the investigation is ongoing, so that the passenger/agent is aware of the status of the complaint / claim.
• Investigate with the concerned departments system wide to determine the cause of the complaint/claim then consult with Legal, Corporate Communications, Insurance and Sales / Cargo Commercial departments on those cases requiring a carefully considered business approach. If necessary bring to the attention of Manager Customer Relations to discuss further.
• Audit the outcome of the complaint/claim and investigation process and update CRIS, the Customer Affairs electronic database,/ SkyChain 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/claims 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, to retain their goodwill. Extend a courtesy call to confirm whether the mishandled bag has been restored.
• Prepare a comprehensive report as per the industry guideline (GDP), discuss the cases with the Customer Affairs Manager and present the case during the CAPA review meetings.

Qualifications & Experience: Experience:
Airport Operations/Passenger Handling : 5+ Years

Qualifications:
Degree or Honours (12+3 or equivalent) :

Knowledge/Skills:

• 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 MARS, MACS and Travel Agency GDS e.g. Amadeus, Galileo etc. is an advantage -
• Knowledge of the World Tracer System, MARS, MACS and CRIS. - Excellent IT skills including MS office applications such as MS Word and Excel.
• Excellent communication skills including fluency in English (spoken and written) to a high degree
• Good customer service skills including the ability to appease customers with complaints
• Good analytical skills including the ability to analyse data.
• Report writing skills including the ability to make logical and compelling arguments to support the case for service improvements and policy / procedural change.
• Must be able to project a favourable and caring image of the Group.
• Ability to remain composed and deal with pressurised situations in a professional manner using tact and diplomacy.