Emirates Group

Effectively handle customer complaints in respective areas providing a personalised approach using a variety of communication methods; fully investigate the issues and respond in an empathetic and professional manner, to regain customer confidence, 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.

• Action all complaints relating to the Emirates Group by acknowledging, fully investigating and responding to the customer directly (taking a personalised approach by using the most appropriate method of communication); thank passengers for positive feedback keeping the appropriate sections informed.
• Recommend appropriate compensation and manage case files to a successful resolution, which may include written response, telephone, or personal visit by the customer to the Emirates office (walk-in).
• 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 on going, so that the passenger is aware of the status of the complaint.
• 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.
• 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 before responding to the customer.
• Effectively assist with departmental administration duties on a rotation basis.
• Baggage (where required by the station):
  1.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.
  2.Investigate and process claims for reimbursement due to lost/delayed delivery of baggage, according to Montreal convention (MC99) / Warsaw convention.

Qualifications & Experience:

Graduate

Experience in airport operations or customer contact department (In-flight Services, Reservations) of an airline or tourism industry

Knowledge/skills:

Knowledge of the World Tracer System, MARS, MACS and CRIS

Excellent MS office applications skills

Good analytical skills including the ability to analyse data

Other languages besides English:

Fluency in the language of the country of work is required

Other Information:

The job holder is responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.

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Candidate must have the right to live and work in India.

As per company standard