Customer Affairs Supervisor
|Company Name:||The Emirates Group|
|Employment Type:||Full Time|
|Nationality:||UAE Nationals only|
|No. Of Vacancies:||1|
Provide a comprehensive support service to the department, by being the first point of contact for
customer communication received through all channels and endeavour to resolve the complaints.
JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS
Action pre-emptive files in a proactive manner when major flight disruptions, seat defects or in-flight
entertainment outages occur.
Support the team with all administrative activities e.g. segregate customer communication, create files and send acknowledgements to customers. Handle voice mail messages and forward any communication to the respective department as appropriate.
Handle customer correspondence [both electronic and paper based] by reading, segregating and capturing data in a timely manner, and sending standard system generated letters in response to both positive and negative feedback from passengers. Thank customers for positive feedback, and keep the appropriate internal departments informed of the feedback.
Resolve assigned complaints by acknowledging, investigating and responding to the customer directly
taking a personalised approach and by using a variety of communication methods. Resolve the issue
immediately where possible and aim to regain customer confidence, restore the reputation of the company and ensure repeat business.
Investigate assigned cases, co-ordinating with the concerned line departments to determine the cause of the complaint then consult with the Manager for guidance and necessary action especially pertaining to cases of a sensitive nature. Recommend service recovery (from a standardised matrix) suitable for the retention of the customer.
Ensure all communication with customers is within service level agreements i.e. communicate to the
customer keeping them informed of progress through to resolution within agreed departmental deadlines.
Send appropriate interim replies as relevant so that the passenger is aware of the complaint status.
Assist with data analysis, monitoring of trends and identification of service and product shortfalls deficits, to be provided in monthly reports released by the Manager.
Recommend service, procedural and policy improvements to the Manager and assist with the change
process as directed.
Handle customer complaints/miscellaneous issues from Blue Skywards and non Skywards members, fully investigate the issues and respond in an appropriate manner to regain customer confidence and ensure repeat business.
Supervise the day to day activities of the Senior Customer Affairs Assistants, managing weekly task
allocation, ensuring adequate coverage by managing attendance and leave plans, monitoring day to day performance and handling routine enquiries, including troubleshooting problems as they arise.
Qualifications & Experience
Degree or Honours (12+3 or equivalent)
Knowledge of a GDS is preferred
Experience with MARS, MACS and World Tracer is an advantage
Excellent knowledge of MS Office applications
Excellent English communication skills [spoken and written]
Good customer service skills including the ability to appease customers with complaints
Good analytical skills including the ability to analyse data
Ability to remain composed and deal with pressurised situations in a professional manner using tact and diplomacy