Customer Affairs Manager

Job Purpose: Manage a team of Customer Affairs representatives and ensure that service failures are fully investigated and service recovery processes are implemented in a timely and cost effective manner ensuring that capital and service recovery expenses are within budget. Win back customer loyalty from those who have experienced dissatisfaction with products and services throughout Emirates and investigate and identify areas for improvement in the customer service product and service delivery processes, driving dialogue and initiatives with Service Audit Managers within CASA and across the Emirates Group as appropriate.
Job Outline:
- Manage the CASA team within a specific area of responsibility through effective planning, distribution and monitoring of work taking corrective action in relation to team or individual performance based and productivity objectives. Identify training needs in liaison with HR on recommendations for training courses to build the skills and knowledge of the team. Manage manpower requirements for projected growth and corresponding increases in workload in a cost effective manner.
- Monitor complaints to ensure the investigation and response meets departmental standards i.e. accountability for response and file closing timelines, number of comebacks and quality standards (i.e. factual accuracy, content, grammar, tone and style) to ensure a favourable customer reaction and increase loyalty.
- Clarify procedural, technical and legal issues with regards to claims and compensation. Intervene and resolve serious cases escalated by junior team members.
- Reinvestigate cases where passengers are not satisfied with the initial response, service recovery or compensatory offer and bring the case to a successful conclusion. Proactively work with Commercial, Service Delivery, Airport Services and other key internal stakeholders, to win back valuable clients who have withdrawn their business from Emirates due to customer dissatisfaction issues.
- Manage the service recovery budget within own area of responsibility, achieving a year on year cost reduction per complaint file settled, ensure customer satisfaction is achieved in the most cost effective manner without compromising product and service quality.
- Compile and analyse statistical data in relation to customer feedback, prepare regular reports for Senior Management, highlighting trends and make recommendations on policy/procedural change relating to customer care, service recovery and delivery.
- Investigate and identify areas for improvement in the customer service product and service delivery processes through participation in and observation of service situations, initiating dialogue in relation to CASA projects or initiatives with Service Audit Managers within CASA and department heads across the Group as appropriate to improve services and reduce complaints. Drive CASA projects collaborating with peers and different business units to achieve the most productive, cost effective and responsive quality solution for all complaints and issues raised by customers.
- Plan and implement service recovery tactics for the customer affairs team, within own area of responsibility, to improve the handling of customer complaints and service recovery initiatives, with reference to the planned expansion of the organisation which will result in increased volumes of dissatisfied customer files due to the projected increase in passengers.
- Evaluate all letters from complainants?, solicitors/law suits and liaise with local lawyers or Group Legal to ensure appropriate action is taken and on occasions this may also involve having to represent the Company's interest in any relevant court proceedings.
- Meet with customers to personally deal with situation of serious gravity and complexity and potential loss of revenue or damage to Emirates image.
Qualifications & Experience: MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS
Qualifications:
Degree or Honours related to Sociology, Psychology, Commerce or Business Administration
**Experience**:
5+ yrs Experience in a service industry with experience of managing a multi-functional operational team
Knowledge/skills:
- Working knowledge of airline operational facilities
- Analytical and report writing skills
- Computer literacy in MS Word, Excel and E-mail including expertise in statistical analysis, data reporting and extrapolation
- Knowledge of and exposure to multi-ethnic cultures in a travel and tourism context would be an advantage
Other languages besides English:
- Fluency in the language of the country of work
One other language prevalent in the region
CRITICAL COMPETENCIES
- Customer Service orientation
- Leadership
- Problem Solving and Decision Making
- Influence and Negotiation
- Organising for Results
- Interpersonal Ability
Salary & Benefits: Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays.

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