Job Purpose: JOB PURPOSE 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: Qualifications Degree or Honours (12+3 or
equivalent) Experience Hospitality.Holidays 3+ Years Knowledge/skills
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
Job Purpose: 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. Qualifications & Experience: Hospitality.Holidays : 3+ Years Degree or Honours (12+3 or equ…
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