Customer Care Officer

The Role
This role is responsible for managing customer feedback which come through
Cesar (system), compiling customer reports, statistics, analysing trend and
provides detailed information to the leadership team to improve service
standards. • Reviewing and analysing customer feedback from various sources. •
Creating reports and sharing the findings with the leadership teams. •
Responding to customer feedback on a daily basis. • Contribute to improving
and scaling our customer voice program. • Contribute to other activities of
the customer experience team. • Engaging with customers to capture deeper
insights when needed. • Remains up to date with Cesar complaints and tracks
trend using MS Excel. • Creates written briefs for the wider Operations Team
about key challenges the customer is facing through Cesar analysis. • Supports
the Operations Manager by taking notes in customer facing meetings and
distributes amongst the wider business. • Maintains an action log in
preparation for Bi Weekly customer meetings to go through open and ongoing
actions. • Inspires customer loyalty by listening, empathizing, displaying
ownership and providing timely communication until resolved. • Research
Customer Comments and Open, Update & Close Alerts. Also understand previous
requests, actions taken and root cause. • Partner with Operations Manager and
Data Analytics to prioritize customer experience opportunities and execute
them in an agile manner. • Collaborate with Customer Care leadership team to
identify opportunities to improve customer experiences. • Manage escalated
customer issues through resolution that require research, analysis and working
across internal & external stakeholders. • Presents insights to the leadership
team bi weekly, trends, corrective actions, frequently raised topics and how
we as a business are performing against our action plan.

Requirements
* You strive for simple yet wonderful customer experiences. • You enjoy analyzing qualitative and quantitative data. • You can empathize with customers, define their core problems, and ideate the solutions. • Experience building sustainable customer voice programs is a big plus. • Past customer-facing roles is a plus. • ‎1-‎3 years working experience is desired • Can start for employment Immediately is preferred • Applicants who are already in the UAE will be prioritized
About the company
Making Travel Special is about knowing what customers want. We recognise that
by serving our customers, we're also serving their customers. That's why we
talk about the promises our customers make. In this way, we delight our
customers and their passengers, even as we continue to challenge ourselves to
become the most admired provider in the world. We treat customers like they
are our guests. And because they expect food to be good and wholesome, we
maintain the highest global quality assurance standards. What's more, our
teams of experienced, dedicated professionals go the extra mile to provide
innovative, efficient and reliable services for every single one of them. Over
the years, we've become a global player. In the coming decades, we'll continue
to transform our industry by staying true to our core values.