Customer Affairs Officer - Barcelona/Madrid
Emirates Airlines •
Position Type: Permanent
Job Description:
- Effectively handle and investigate customer complaints and respond to customers in a personalized, empathetic and professional manner, to regain customer confidence, restore the reputation of the Emirates and ensure repeat business.
- Recommend appropriate compensation or service recovery and manage the file to a successful resolution.
- Thank customers who have sent complimentary letters and ensure relevant departments are informed.
- Ensure communication with customers is within service level agreements i.e., communicate with the passenger keeping them informed of progress through to resolution within agreed departmental deadlines.
- Send appropriate interim replies when the investigation is ongoing, so that the passenger is aware of the status of the complaint.
- Investigation with the concerned departments worldwide and a range of operational systems to determine the cause of the complaint.
- Where required, consult with Group Legal, Corporate Communications, Group Insurance and Commercial departments on those cases requiring a carefully considered business approach.
- Escalate sensitive cases to the attention of your manager for discussion and direction.
- Identify service product flaws and service shortfalls that occur regularly and advise your line manager so that product changes and service delivery improvements can be recommended to Head Office.
- Achieve departmental targets whilst maintaining established quality standards.
Job Requirements:
- Educated to ‘A’ Level standard or equivalent.
- Experience in a front line, customer contact position.
- Proven advanced level of Commercial letter writing.
- Knowledge of Airport, Reservations, Ticketing and Baggage systems is essential.
- A positive personality with a willingness to learn. Flexibility to meet the changing needs of the business.
- Ability to remain calm and confident under pressure.
- Fluent in written and spoken Spanish and English.
Information
- Candidates must have the legal right to live and work in Spain.
Job Ident #:
427183
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