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Customer Service Representative

2 meses atrás

São Paulo, São Paulo, Brasil Emirates Tempo inteiro
Job Purpose

As a Customer Affairs Officer at Emirates, you will be responsible for handling and resolving customer complaints in a professional and personalized manner. Your role will involve coordinating with relevant departments, investigating complaints, and providing timely responses to customers to regain their confidence and restore the reputation of the Emirates Group.

Key Responsibilities
  1. Action all complaints relating to the Emirates Group by acknowledging, investigating, and responding to customers in a timely and personalized manner.
  2. Recommend appropriate compensation and manage files to a successful resolution, including written responses to customers.
  3. Ensure all communication with customers is within service level agreements, keeping them informed of progress and resolution within agreed deadlines.
  4. Investigate complaints with concerned departments to determine the cause and consult with Legal, Corporate Communications, Insurance, and Sales departments as required.
  5. Conduct pre-work and attend hearings for cases escalated to tribunals or courts, keeping the Customer Affairs Manager informed of outcomes.
  6. Audit the outcome of complaints and investigations, updating CRIS and providing monthly reports to the Customer Affairs Manager.
  7. Analyze data, monitor trends, and identify service and product shortfalls, providing recommendations for improvement to the Customer Affairs Management.
  8. Discuss sensitive complaints with the Customer Affairs Manager and obtain feedback.
  9. Assist customers in locating mishandled baggage, liaising with concerned departments and keeping them updated.
Requirements

Graduate or equivalent required. 2 years' experience in airport operations or customer contact department of an airline or tourism industry. Alternatively, experience in the service industry, preferably travel related. Knowledge of MARS, MACS, and CRIS an advantage. Excellent MS office skills and fluency in the language of the country of work and one other language prevalent in the region.

Critical Competencies

Customer Service orientation, Organising for Results, Teamwork, Initiative and Commitment to Achieve, Problem Solving and Decision Making, and Effective Communication.

Salary and Benefits

Competitive remuneration package, discounts on flights and hotel stays.