Based in Dubai, the Emirates Group employs over 103,363 staff from more than 160 nationalities. The Emirates Group’s extensive and diverse international portfolio includes the world’s largest international airline, Emirates, and one of the largest combined air services provider in the world, dnata. Within the Group there are a diverse range of businesses...
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Effectively handle and investigate customer complaints and respond to customers in a personalised, 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., communicating with the passengers 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.
Investigate with the departments concerned 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
Qualification
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.
Gmail
Yahoomail