Customer Affairs Officer

Job Purpose

• For cases escalated to tribunals or courts, conduct necessary pre-work and attend hearings. Keep the Customer Affairs Manager fully informed on the outcome of the case and liaise with Group Legal or local lawyers as required to ensure all legal complainants are appropriately responded to.
• 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
• Baggage Claims (where required by the station)
• 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 ensuring that expenditure on claims damaged/lost/replacement/repaired baggage) are minimised and within relevant guidelines

Qualifications & Experience

• 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

Qualification

Knowledge/skills:

Knowledge of the World Tracer System, MARS, MACS and CRIS

Excellent MS office skills

Other languages besides English:

• Fluency in the language of the country of work
• One other language prevalent in the region

Salary & benefits

Competitive Salary and Benefits