Job Purpose

Effectively handle customer complaints/claims in respective areas providing a personalized approach using a variety of communication methods. Fully investigate the issues and service failures, respond in an empathetic and professional manner, regain customer confidence, restore the reputation of the company, and ensure repeat business. Make recommendations to the Customer Affairs Manager to improve service shortfalls to regain customer confidence and sustain the growth of the cargo division.

Job Code	240001KI
Location	Dubai, United Arab Emirates
Closing Date	26 Jul 2024

Job Outline

Key Responsibilities
Action all complaints/claims relating to the cargo division by acknowledging, investigating, and responding to the customer directly using a personalized approach and various communication media.	Recommend appropriate compensation and manage the case to a successful resolution within cargo liability limits.
Ensure all communications with customers are within service level agreements and provide interim replies if full details are not available.	Investigate with concerned departments to determine the cause of complaints/claims and consult with relevant departments for cases requiring a considered business approach.
Audit the outcome of the complaint/claim and investigation process, update the electronic database with compensation or goodwill gestures offered.	Analyze data, monitor trends, identify service and product shortfalls, and provide monthly reports to Customer Affairs Manager.
Make recommendations for service, procedural, and policy improvement to Customer Affairs Management and assist with the change process as directed.	Assist customers in locating mishandled baggage by liaising with concerned departments and extending courtesy calls to confirm baggage restoration.
Prepare comprehensive reports as per industry guidelines (GDP) and present cases during review meetings.

Qualifications & Experience

Requirement	Details
Experience	Airport Operations/Passenger Handling: 5+ Years
Qualifications	Degree or Honours (12+3 or equivalent)
Knowledge/Skills	Experience in Airport operations or customer contact department of an airline or tourism industry. Alternatively, experience in the service industry, preferably travel-related such as a Travel Agency.
Technical Skills	Experience with MARS, MACS, Travel Agency GDS (e.g., Amadeus, Galileo) is an advantage. Knowledge of World Tracer System, MARS, MACS, and electronic database systems.
IT Skills	Excellent IT skills, including MS Office applications such as MS Word and Excel.
Communication Skills	Fluency in English (spoken and written).
Customer Service Skills	Ability to appease customers with complaints.
Analytical	Ability to analyze data and report writing skills to support service improvements and policy/procedural changes.
Personal Skills	Ability to project a favorable and caring image of the company, remain composed, and deal with pressurized situations professionally using tact and diplomacy.
Last Date 26 Jul 2024

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits exclusive to the industry, including discounts on flights and hotel stays around the world. For more information about employee benefits, visit the Working Here section of the website. Further information on what it’s like to live and work in Dubai can be found in the Dubai Lifestyle section.