Job Purpose:
Handle and resolve customer complaints through coordinating with relevant departments as required fully investigating and following up on complaints and issues. Provide a personalised and professional response using appropriate communication methods, to regain customer confidence and restore the reputation of the Emirates Group and ensure repeat business.
Make recommendations to the Customer Affairs Manager to improve service shortfalls to regain customer confidence in order to ensure repeat business and sustain the growth of Emirates Group.
Job Outline:
- Action all complaints relating to the Emirates Group by acknowledging, fully investigating and responding to the customer directly (taking a personalised approach by using a variety of communication media); thank passengers for positive feedback keeping the appropriate sections informed.
- Recommend appropriate compensation and manage the file to a successful resolution (including written responses to customers).
- Ensure all communication with customers are within service level agreements i.e. communicate to the passenger keeping them informed of progress through to resolution within agreed departmental deadlines. Send appropriate interim replies if full details are not available and the investigation is ongoing, so that the passenger is aware of the status of the complaint.
- Investigate with the concerned departments system wide to determine the cause of the complaint then consult with Legal, Corporate Communications, Insurance and Sales departments on those cases requiring a carefully considered business approach. If necessary bring to the attention of Manager Customer Relations to discuss further.
- 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
