CUSTOMER CARE SPECIALIST

Work independently within assigned region and educate self with the laws governing the region, compensation and the processes and procedures practiced, trends, changes etc. Acknowledge letters, e-mails, etc., received from customers within 24 hours. Organize and fast track all priority claims. Meet the daily/weekly targets set by the department to measure individual performance. Conduct thorough investigations, with all concerned departments at HDQ and outstations network wide. Report to the direct manager through a Compensation Control Procedure what customer compensation has been given per complaint, wherever offered. Analyze findings of the investigation considering the reports as well as the customer’s comments. Follow up with departments concerned for any delayed replies and alert direct controller/manager (if escalation required). Report details of how the premium customer perceived our service / product. Liaise directly with the Legal, Insurance and PR departments to avoid escalation of any nature that could negatively reflect the GF image. Highlight and identify high yield customers and fast track recovery. Recommend the best course of action in achieving cost effective service recovery. Ensure accurate data entry at every stage of the investigation to ensure that reports generated are accurate and reflective of the claim investigation findings. Be accountable for station reports pertaining to the assigned region and highlight daily to the Direct Manager any daily disruptions, major events, DNB etc throughout with a prime focus on their region and the entire network in general. Liaise with line manager to assist all airports and offices staff handling baggage compensation claims once required. Report to manager baggage any repeat errors made by a particular baggage staff. Ensure that priority baggage claims are fast tracked in a consistent and speedy manner. Ensure that tracing claims are forwarded to the tracing dept/station in timely manner for their handling and communication with customers. Elevate and advise the manager of any baggage handling issue within BAH airport, outstations, or office. Ensure that final tracing of baggage is completed before final settlement and all required documents are collected from the customers. Ensure that tracing baggage department have completed final tracing before offering baggage compensation and make sure that all required documents are collected from the customers. Perform any other duties as required by line manager that fall within the scope of the role.

EDUCATION & TRAINING

Secondary school education. Highest proficiency in both written and oral English and Arabic language and literature. High level of negotiation/communication skills required. Knowledge of Airline reservation systems/DCS/FFP etc would be preferred. Up to date knowledge on IATA regulations, Montreal Convention, and Warsaw convention consumer courts, EU regulations, Industry practices. Ability to keep up to date on new products, services, and support systems.

EXPERIENCE

Experience in any field in the Airline Industry will be beneficial, especially customer services. Ability to work under stress, deal with enraged customers and time constraints. #J-18808-Ljbffr