Customer Relations Executive

Date: ‎29-Sep-‎2022
Company: Air Arabia Egypt (E5)
Location: Cairo, EG
Country: EG

Job Purpose

Supports the CRM section day-to-day activities: enquiries, complaints and
communication ensuring productivity is in line with set measures and company
's adopted policies and procedures highlighted in the Service Quality Manual.

Key Result Responsibilities

• Handles the complaints received from customers from the different sources including walk-in visits, e-mails, online, telephone calls, etc. ensuring effective handling of cases that reflects and maintains a positive corporate image of the Airline and protects its interests as well.


• Resolves disputes, follows up on ticketing complaints, highlights errors, settles discrepancies, issues compensatory flight tickets and refunds money (through cashiers/credit), ensuring cost-effective solutions are taken and positive corporate image is maintained.


• Manages the customers' walk-in visits related to obtaining information, complaints or special requests and responds to their inquiries accordingly.


• Resolves and/or streamlines complaints to respective teams according to nature of complaint and as per adopted policies and procedures ensuring smooth workflow.


• Conducts necessary investigations to identify problems and analyze relevant information and therefore to assess the validity and eligibility of customers' complaints.


• Determines possible causes for complaints and implements corrective measures based on situations, wise judgement, and applicable policies.


• Follows up with customers and concerned parties to ensure complaints are properly addressed and resolved.


• Supports the regional managers in resolving customer complaints in the respective area and coordinate with them to ensure corrective and preventive measures are taken based on cases and nature of complaints raised.


• Manages customers' requests for waivers, adjustments, revalidation, and/or refund on tickets based on status and causes provided.


• Negotiates with customers grounds for their requests and complaints ensuring waivers and exceptions granted are justified based on customers' retention and humanitarian causes.


• Determines additional charges to be paid by customers, if any, and arranges for billing as per Airline's adopted procedures and tariffs. Consults with own Line Manager on major exceptions when required.


• Maintains the agreed ART (Average Response Time) to customer enquiries and complaints at all times.


• Provides the CRM with feedback on the customer service performance as needed.

Key Result Responsibilities - Continued

Qualifications (Academic, training, languages)

• Bachelor degree/ Diploma in Management or any stream from a recognized university or equivalent.


• Proficient in Microsoft Office, Internet and Web Search.


• Fluent in English & local languages.

Work Experience

• ‎3+ years of related working experience in a similar role in customer relations or customer care in any service industry, preferably in aviation; experience with low-cost airline is a plus.


• Alert, with high ability to react and give immediate solutions without compromising results.


• Customer care oriented with capability to negotiate and persuade based on given conditions


• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.


• Proven skills in analyzing data, identifying pitfalls and recommending cost-effective solutions.


• Product knowledge: capability of understanding market trends and channeling them leading to enhancing customer's experience.


• Cost oriented and possesses effective persuasive, negotiation, problem solving and decision-making skills.


• Employs a balance of technical expertise, and effective interpersonal relations to execute new initiatives that support company's objectives.


• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.